Overview

Skill-Based Routing allows contact centres to intelligently route calls to the most suitable agents based on their expertise. This ensures efficient handling of enquiries, improves customer satisfaction, and streamlines operations.

Introduction to Skill-Based Routing

Skill-Based Routing differentiates agents by their assigned skills. When a call reaches a Router, the UCS System evaluates which agents meet the skill requirements and selects the best match based on their skill rating.

Key characteristics:

• Routing is determined by one or two skill requirements defined in the linking module.
• Among available agents with the required skill(s), the agent with the highest skill rating receives the call.
• All agents can be assigned to a Router and must have relevant skills configured in advance.
• Skill-Based Routing only applies to calls routed to agents via a Router.

Typical Use Cases

Skill-Based Routing is beneficial in a variety of scenarios:

• Multilingual Contact Centre
  • All calls are routed to a single Router. Language-based skills determine which agent answers a particular call.
• Technical Helpdesk
  • Callers use a Menu module to indicate their technical issue. The system then routes the call to an agent with the appropriate technical skill, reducing misrouted calls.
• Department-Based Routing
  • Departments such as Sales, Service, and Development can each be associated with a skill. Menu selections ensure callers are routed to the appropriate department.
• Combined Skills Routing
  • Complex environments, such as international helpdesks, may use a combination of language and technical skills to route calls more precisely.

Setting Up Skill-Based Routing

Skill requirements are passed when a call transitions from one module to a Router. These are specified using the Parameter1 and Parameter2 fields in the Linking module.

Implementation Steps

Follow these steps in order:

1. Create Skills by navigating to Settings > Skills.

2. Assign Skills to Agents
   Assign appropriate skills and ratings to each agent. This process is covered in the Agent Management section.

3. Configure the Router
   Define the Minimum Skill Score within the Router settings.

4. Link Skills in the Transfer Module
   Specify required skills in Parameter1 and, optionally, Parameter2 when linking to the Router.

Routing Example: Helpdesk Configuration

This example illustrates a computer helpdesk setup:

• All callers dial a single number and reach a Menu with two options:
  • Press 1 for Hardware problems
  • Press 2 for Software problems
• Both options route to the Helpdesk Router.
• Agents assigned to this Router may have:
  • Skill: Hardware
  • Skill: Software
  • Both
  • Neither
• Call Routing:
  • A caller who presses 1 is routed to an agent with the Hardware skill.
  • A caller who presses 2 is routed to an agent with the Software skill.
  • Agents with both skills can receive either type of call.
  • Agents without the required skill will not be selected.

Configuration Steps:

1. Select the relevant Menu module.
2. Choose the menu item activated by pressing 1 (Hardware).
3. Click the Link button to open the linking module.
4. In the Module field, select Router.
5. In the Router field, select Helpdesk.
6. In the Parameter1 field, select Hardware.
7. Click OK to save.
8. Repeat for menu item 2 (Software), replacing Hardware with Software in step 6.

Using Two Skills

You may also use Parameter2 to route based on a second skill, enabling dual-skill logic (e.g. combining language and technical skills).

How Skill Ratings Work

There are four key elements that influence routing behaviour:

1. Skill Mandatory Flag: Each skill can be marked as mandatory or not.
2. Agent Skill Rating: Each agent receives a skill rating per skill.
3. Router Minimum Skill Score: Defined per Router.
4. Single or Dual Skill Routing: Calls can be routed using one or two skills.

Routing with One Skill

• An agent must:
  • Have the required skill assigned.
  • Meet or exceed the Router’s Minimum Skill Score.

Routing with Two Skills

a) Both Skills Mandatory

• Agent must:
  • Have both skills assigned.
  • Meet or exceed the minimum score for both skills individually.

b) One Skill Mandatory

• Agent must:
  • Have both skills assigned.
  • Meet or exceed the minimum score for the mandatory skill.
  • Have an average score (across both skills) that meets or exceeds the minimum.

c) Neither Skill Mandatory

• Agent must:
  • Have both skills assigned.
  • Have an average score across both skills that meets or exceeds the minimum.

Additional Considerations

• The UCS system prioritises routing to the agent with the highest rating. 
• If the highest-rated agent is unavailable, the system selects the next best available agent. 
• If no agents meet the minimum requirements, the system applies the configured No Agent Exception. 
• Highly skilled agents may receive a disproportionate number of calls. This should be considered during planning and skill assignment.

Summary

Skill-Based Routing enables precise call distribution based on agents' expertise. Proper configuration involves collaboration with the contact centre to identify required skills, assign them to agents, and define routing logic through modules and routers.