Step 1: Create Skills in the Call Center App
1. Go to: contactportal.app
2. Navigate to: Call Center App > Members> Manage Skills > Skills Tag Editor
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3. Add a New Skill:
- Click New Add Skill.
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Skills Tag Editor
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1. Name the Skill: Enter skill tag name
2. Matches: Select All or Any
Create Rule/s:
3. Keys: Caller ID Name
4. Operator: Contains
5. Value: Enter skill name
- Save the Skill.
- Exit Editor
Step 2: Assign Skills to Agents
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- Go back to: Manage Skills
- Select an Agent you want to assign skills to.
- Add Skill
- click add skills
- select skill from drop down
- click add skill
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Step 4: Configure Skill-Based Routing in Queues
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- Navigate to: Queues > Edit Queue Settings > Routing Strategy
- Choose Routing Strategy: Strict or Loose.
- Strict: Only agents with matching skills will receive calls.
- Loose: Agents with matching skills will have priority, but others may receive calls if needed.
- Save queue settings.
Step 4: Create a Prepend in Advanced Callflows
- Navigate to: Settings > Voice Apps > Callflows > click the Callflows Box
- Select the desired Callflow or create a new one.
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Add a Prepend Action to Callflow:
1. Drag and drop a "Prepend" action from the Actions Menu under the Caller ID section into the phone tree menu.
2. Select Menu Option
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3. Name the Prepend: The name of the Prepend must match the corresponding skill name exactly.
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4. Drag and Drop “Qubicle Callflow” action from the Actions Menu under the Advanced into the “Prepend”
- select the Callflow from the drop down
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How It Works
Skill-Based Routing uses specific rules to evaluate and assign calls based on agent expertise:
- Prepend Tagging: When a call enters the system, the Prepend Action tags the call with a relevant skill.
- Matching Process: The Skill Tag Editor compares the call’s tag with agents’ assigned skills.
- Routing Strategy: Based on your configuration, calls are directed to agents with the matching skills:
- Strict Routing: Only agents with the exact matching skill will receive the call.
- Loose Routing: Agents with matching skills are prioritized, but calls may be routed to others if necessary.
Best Practices
- Use Descriptive Names: Keep skill names clear and simple.
- Test the Setup: Perform test calls to ensure correct routing.
- Monitor & Adjust: Use live dashboards and reports to track performance and adjust skills as needed.