Two Skills Routing Example
Updated at May 30th, 2025
Table of Contents
In the previous Travel Agency example, calls were routed using a single skill. In this expanded setup, calls are routed based on two skills, allowing callers to choose both a language and a holiday region.
Updated Call Flow
- A new Menu is introduced for language selection before the region selection.
- Callers must select either English or French.
- After language selection, callers choose a region.
- Calls are then routed based on two required skills: Language and Region.
Updated Agent Skill Assignments
| Agent Name | Skill 1 | Skill 2 | Skill 3 | Skill 4 | Skill 5 |
|---|---|---|---|---|---|
| Agent 1 | Europe (5) | Australia (9) | Far East (6) | English (6) | French (6) |
| Agent 2 | Asia (9) | America (9) | English (6) | French (9) | |
| Agent 3 | Europe (8) | Far East (5) | English (6) | ||
| Agent 4 | Asia (5) | Far East (7) | English (6) | ||
| Agent 5 | Europe (6) | America (5) | English (6) | French (7) | |
| Agent 6 | Australia (4) | Europe (9) | Far East (7) | English (6) | French (5) |
| Agent 7 | Europe (7) | English (6) | |||
| Agent 8 | Asia (7) | America (6) | English (6) | ||
| Agent 9 | Europe (8) | English (6) | |||
| Agent 10 | Australia (6) | Europe (9) | Far East (4) | English (5) | French (8) |
All Agents speak English, but only some Agents speak French.
Routing Calls with Two Skills
The mandatory skill setting determines how the system evaluates whether an Agent is suitable to handle the call.
1. Both Skills Are Mandatory
- If both requested skills are mandatory, the system follows the single skill routing method.
- Example: A caller selects English + Australia → Required skills: English and Australia.
- Only Agents with both skills rated at least 5 will receive the call.
- Agent-6 is excluded because Australia (4) is below the Minimum-Skill-Score (5).
2. One Skill is Mandatory, One is Not
- The mandatory skill must meet or exceed the Minimum-Skill-Score.
- The non-mandatory skill rating is averaged (sum of both skill ratings ÷ 2).
- If the average rating is below 5, the call will not be routed to that Agent.
Example: French + Australia
- French is mandatory; Australia is not.
- Agent-6 is excluded (French = 5, Australia = 4, average = 4.5).
- The call is routed only to Agents with French ≥ 5 and an average skill rating of at least 5.
3. Two Non-Mandatory Skills
- When neither skill is mandatory, the average of both skill ratings must meet or exceed the Minimum-Skill-Score.
Example: Far East + English
- Agent-10 is excluded (Far East = 4, English = 5, average = 4.5).
- Agent-4 qualifies (Far East = 7, English = 6, average = 6.5).
- Agent-10 may receive calls for Far East + French (Far East = 4, French = 8, average = 6).
Key Takeaways
- Higher skill ratings increase an Agent’s priority for call routing.
- Mandatory skills enforce strict qualification rules.
- Non-mandatory skills are assessed by averaging skill ratings.
- If no available Agent meets the criteria, the call remains queued until an appropriate Agent becomes available.
