Skills Based Routing

Skills Based Routing

Overview

How to configure skill based routing

  • Skill based routing is a method to have the ACD route a workitem to the best available user to handle the workitem rather than simply routing to the user that is available the longest
  • Using Skill based routing is beneficial because routing workitems to the users with the skills necessary to handle workitems should result in more 1st contact resolutions and therefore shorter queue times
  • To use skill based routing you need to decide what skills are important for the users to have
  • You need to create the skills (see skills article)
  • You need to assign skills to a user

To assign a skill to a user,

  • Go to the user’s tab
  • Select the + sign next to Skills. A pop up window will open with the list of all the previously created Skills.
  • Select the checkbox next to the skill names of each of the skills you wish to add and select OK. the window will close and underneath Skills you will see the new skill has been added
  • Once a skill has been added you should add a value under provide a skill score. Select the dropdown on the newly added skill and choose a value between 1 and 10 where 1 is the lowest skill level and 10 is the highest skill level
  • To remove a skill from a user *select the + sign next to Skills. A pop up window will open with the list of all the previously created skills.
  • Unselect the checkbox next to each of the skills you wish to remove and select OK*. the window will close and underneath Skills you will see the skill has been removed
  • Alternately you can remove a skill from user by selecting the red garbage can on the skill you wish to remove from this user. The skill will disappear from the list of skills associated to this user*

To assign a skill to a workflow

  • Go to campaign workflow
  • In the workflow, in the queue section select skills and drag it to the call flow on the left. The Skills component should be added directly above the Enter Queue component
Configuring the Skill Component
  • Name is where you enter the* Name *of the Skills box *
  • Description field is where you enter the description of the *skill box *
  • Optional Skills To Have when skills are added here the system will search among all available agents and route the call to the user that has the highest aggregate skill level
  • Mandatory Skills To Have *when skills are added here the system will search among all available agents and route the call to the user that has the highest aggregate skill level. However since these skills are mandatory workitems will not get routed unless there is a user available that has all of the mandatory skills.

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.