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Skills Based Routing (Admin)

Skill-Based Routing in Call Center allows you to direct incoming calls to the most qualified agents based on specific skills.

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

 
 

3. Add a New Skill:

  • Click New Add Skill.
 
 

Skills Tag Editor

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


  • 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
 
 

Step 4: Configure Skill-Based Routing in Queues


 
 
 
  1. 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.
 

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

 

3. Name the Prepend: The name of the Prepend must match the corresponding skill name exactly.

 
 
 
 
 
 
 
 

4. Drag and Drop “Qubicle Callflow” action from the Actions Menu under the Advanced into the “Prepend”

  • select the Callflow from the drop down
 

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.
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