Skill Based Call Routing

This article explains how to route calls and chat requests based on the agent skills automatically using Video Service Desk.

What Is Skill Based Routing? #

The call and chat requests coming from the customers could be routed to different teams or agents based on their skills.

Skill Types #

1. Preferred: Good-to-have skills, without which, the calls can still be answered. Calls are routed to the agents with Preferred Skills first. If no such agent is available, call will go to an agent without this skill.

2. Mandatory: Must-have skills, without which, the calls cannot be addressed. Agents without this skill will NOT receive the call even if they are available.

Skill Type Examples #

While conducting interviews for a startup, Digital Marketing could be a Mandatory Skill for the interviewer. Salary Negotiation could be a Preferred Skill.

However, for an HR as Video Service Desk agent, Salary Negotiation is a Mandatory Skill.

Setup Steps #

1. Create the appropriate Skills for your account e.g. Sales, Developer or any other training or qualification on the basis of which you want to route calls or chat requests.

    

2. Edit the Client Location for which you want to route the call requests based on skills.

    

3. In the Skills tab, enable the appropriate skills needed to pick calls originating from this location.

    

4. Next, go to the Agents section. For each agent, click on Edit button, go to the Skills tab and assign the appropriate skills to the agent.

Please feel free to contact us in case you need any help with the initial setup.