How BestPair differs from skills routing

Skills routing picks the group. It sends Spanish-speaking consumers to your Spanish-speaking team, or large balances to your senior collectors. That's the right first cut, and you keep it.

BestPair works inside the group. Your routing has already chosen the team, and BestPair picks which collector on that team takes the account. The choice is based on who has done best with accounts like it in your own history.

This matters because a single ranking hides your specialists. A collector who looks average overall can be one of your strongest on one type of account and below average on another. If you send everything to your "best" collectors, you waste the specialists and overload the few people at the top.

So your routing rules don't change. BestPair adds one decision at the end: of the collectors eligible for this account, who should work it?