🛠️ Set up Skill-based Routing for a Queue
Skill-based routing supports specifying skill levels for agents in a queue, and roles calls to designated agents in descending order of their skills. This helps in ensuring that customer issues and distribution are properly handled as well as improving work efficiency of a call center.
Requirements
- Firmware Version 84.16.0.34 or later
- Plan: Enterprise Plan (EP) or Ultimate Plan (UP)
Scenario
Depending on the call center, you can select equal skill level or unique skill level routing for its optimal use per designated agents.
Agents with equal skill and level: Agents in a skill group system are assigned and routed calls by the agent's sequence accordingly. When a caller dials into the queue system, the call will be directly passed to the agent with the highest level skill level. If the agent is unavailable, the next in the line will be passed in descending order of skill.
Agents assigned with unique skill levels: Agents in a group system can be shuffled or arranged with a unique skill level. When a caller dials into the system, the call will be directly routed to the agent with the highest specified skill level to date. If they are unavailable, then the least skilled agent will be routed.
Procedure
- Log in to the PBX web portal, go to Call Features > Queue.
- Click Edit beside a queue that you want to configure.
- In the Basic section, enable skill-based routing and select ring strategy.
- Select the checkbox Skill-based Routing:
a. In the Ring Strategy of Equal Skill Level Drop-Down, select the ring strategy for agents of equal skill level (the highest level):
| Ring Strategy | Description |
|---|---|
| Ring All | Ring all agents until someone answers. |
| Linear | Ring each agent sequentially starting from the top until someone answers. |
| Memory | Ring each agent sequentially based on the memory of who took the last call. |
| Fewest Calls | Ring the agent with the fewest calls handled. |
| Random | Ring random agents. |
b. Click Save and Apply to save the queue settings.
Result
When a caller dials into the queue, the system will route the call to the agent(s) according to the agent skill level, starting from the highest level and descending to the level prespecified within the skill-based routing.