Skills-Based Routing empowers administrators and Call Center supervisors to establish multiple call queues with varying priorities. Agents are then assigned to higher-priority queues based on their skill levels. Even if an agent belongs to multiple queues, they will receive calls from higher-priority queues first. Skills-Based Routing ensures that customers' needs are addressed by the most qualified individuals on the initial call, thereby enhancing customer satisfaction and meeting service level agreements (SLAs).