What Is Skills-Based Routing (SBR)? 

In a contact center or call center, skills-based routing (SBR) is also known as intelligent routing. It refers to the practice of using technology to direct calls to agents based on that agent’s skills or expertise. The goal of skills-based routing is to connect the customer to agents that can provide the best support and improve call center efficiency. Skills-based routing may be part of an interactive voice response system.