Skills based routing has been the backbone of ACD based call routing. Multiple Agents and Multiple Queues are matched by the ACD to route individual calls to the most appropriate Agent. Queues require skills to handle calls and Queues have priority. Agents are assigned skills with skill levels. All agents are automatically logged into all the queues for which they have the required skills. This can be extended to other media type as well.
Unified queuing allows all media types (E-Mail, Chat and Web Leads) to be routed through the ACD to take advantage of skills based routing and queue prioritization. As voice required a telephone switch, other media types may require their own media handler. E-Mail and Chat may require opposite routing requirements. Chat will require immediate response where as E-Mail can wait longer than callers on hold. Here assigning queue priority and skills with skill levels will determine how call types are handled.
Web Lead Callbacks are another important application where you can use skills based routing for generating outbound calls.