Route Calls to the Right Agent with Skills-Based Routing
Route Calls to the Right Agent with Skills-Based Routing
When a customer calls about a billing issue, they should reach someone who handles billing — not the first available agent. Skills-based routing matches incoming calls to agents based on the skills you assign, so customers get help from the right person on the first try.
Available on: Pro plan and above
How Skills-Based Routing Works
Skills-based routing uses user groups to match callers to qualified agents. Here is the flow:
- You create user groups based on skills (e.g., "Billing," "Technical Support," "Spanish-Speaking").
- You assign agents to the appropriate groups.
- You configure your phone number or IVR to route calls to specific groups.
- When a call comes in, JustCall rings the agents in the assigned group.
The system works alongside JustCall's other routing options. You can combine it with IVR menus so callers select a department, and each department routes to a skill-specific group.
Set Up Skills-Based Routing
Step 1: Create user groups for each skill
- Go to Settings > User Groups.
- Click Create Group.
- Name the group after the skill it represents (e.g., "Billing Support," "Enterprise Sales," "French-Speaking").
- Add the team members who have that skill.
- Each group gets an extension number that you can use in IVR routing.
Step 2: Configure routing on your phone number
- Go to Phone Numbers and select the number you want to configure.
- Under Incoming Call Routing, choose your routing method.
- Select the user group you want calls routed to.
Step 3: Combine with IVR (optional)
For multi-department routing, set up an IVR phone menu:
- Go to Phone Numbers > select a number > IVR Settings.
- Create menu options (e.g., "Press 1 for Sales, Press 2 for Support").
- Assign each option to a different user group.
This way, callers self-select their department, and skills-based routing ensures they reach a qualified agent within that department.
Routing Modes Within a Group
Once a call reaches a user group, JustCall uses one of four modes to select which agent's phone rings:
| Mode | How it works | Best for |
|---|---|---|
| Ring all | Every agent in the group rings simultaneously | Small teams where the fastest pickup wins |
| Ring in order | Agents ring in a predefined sequence | Teams with a primary agent and backups |
| Round robin | Calls rotate evenly across agents | Fair distribution across a team |
| Ring idle first | The agent who has been idle the longest rings first | Maximizing agent utilization |
Choose the mode that matches your team's workflow. You can set different modes for different user groups.
When to Use Skills-Based Routing vs. Other Options
| Routing type | Best for | Plan |
|---|---|---|
| Skills-based routing | Matching callers to agents with specific expertise | Pro and above |
| IVR phone menu | Letting callers self-select their department | All plans |
| Intelligent call routing (CRM-based) | Routing calls to the agent who owns the contact in your CRM | Pro and above |
| Ring groups | Distributing calls evenly without skill matching | All plans |
| Smart call routing via APIs | Custom webhook-based routing logic | All plans |
For a full comparison of routing options, see Choose the Right Call Routing Method.
Tips
Start with your highest-volume skill. If most calls are about billing, create a "Billing" group first and route your main number to it. Add more groups as patterns emerge.
Combine skills-based routing with IVR. The IVR handles department selection, and skills-based routing handles agent selection within each department. Together, they reduce transfers and hold time.
Review group membership regularly. As agents learn new skills or change roles, update their group assignments so calls reach the right people.
Related Articles
- Admin Setup Checklist — configure routing as part of initial setup
- How JustCall Works — understand the building blocks
- Choose the Right Call Routing Method — compare IVR, ring groups, CRM-based, and skills-based routing