Skills-Based Routing
Ring order decides who is asked first. Skills decide who is asked at all. Agents hold named skills at a proficiency, the queue states what it needs and at what level, and anyone short of it never sees the call.
Queue: Support - EMEA
filtering- Priya Ramanclears 6Spanish 8Billing 6Tier 2 7
- Tom Alvarezclears 6Spanish 9Billing 3
- Nadia OkaforSpanish 2, needs 6Billing 9Tier 2 5Spanish 2
- Ben Oseino Spanish recordedTier 2 8Billing 5Retentions 6
- Aisha KhanSpanish 5, needs 6Billing 7Spanish 5Retentions 8off
- Marcus Bellnothing recordedno skills recorded
Spanish at 6. An assignment switched off is ignored, and an agent with no row at all is short by definition.
Product figures from the platform’s own defaults - not customer averages
How it works.
A skill sits on the agent
A skill is a named row, and every agent assigned to it carries a proficiency from one to ten set on a slider. One agent holds as many as you assign, and an assignment can be switched off without deleting it.
The queue states its requirement
A queue lists the skills its calls need and a minimum proficiency for each. All means an agent has to clear every one of them. Any means clearing a single one is enough to stay in.
The list shrinks before anything rings
The member list is cut to the agents who match, and everything after that runs on what is left: ring order, rank, wrap-up hold-off. An agent with nothing recorded against them never survives the filter.
Nobody qualified is its own answer
An empty result takes the skill failover destination rather than the ordinary nobody-available one, because a gap in one specialism usually wants a specialist queue and not the voicemail box.
One moment in every call.
Every call passes through the same seven. Skills-Based Routing is the lit one, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Matching
- All required skills at their minimum proficiency, or any single one of them
- Changing a requirement
- Read at call time, so adding a skill to a queue bites on the next call rather than on a restart
- Proficiency
- 1 to 10 per agent per skill; the queue sets the minimum, which defaults to 0
- Scope
- It filters members and never orders them. The ring strategy still decides who is first
- Empty result
- Takes the skill failover destination ahead of the no-agent one
- No skills listed
- A queue with matching switched on but nothing required is not filtered at all
- Inactive rows
- A skill assignment marked inactive is ignored, which drops that agent from an all match
- Per queue only
- Requirements belong to the queue, not the caller. Vary them across separate queues
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
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Nobody re-explains themselves to the next person. Send the call straight on, or speak privately first, or merge to three and walk out without ending it.
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One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
A call nobody was going to answer still lands somewhere. Organization, team and personal boxes each decide who may listen, and every message is transcribed.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See skills-based routing on your own floor.
Thirty minutes, your numbers and your data. We will set skills-based routing up live and you can decide from the thing itself rather than from this page.
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