A Travel Agency is establishing a Contact Centre to assist customers with holiday arrangements. At the Contact Centre, 10 Agents handle inquiries about five holiday regions:

• Europe
• Asia
• Australia
• America
• Far East

These regions are created as Skills, with each Agent assigned responsibility for at least one region.

See the article Two Skill Routing Example for an expanded set-up.

Skill-Based Routing Setup

The Contact Centre uses a Menu system to determine which holiday region the caller is interested in. Calls are routed based on the Skills assigned to each Agent, with a rating entered for each Skill (shown in brackets).

All Agents are assigned to the Router Travel-info. The Minimum-Skill-Score for this Router is set to 5, meaning:

• If an Agent’s Skill rating is below 5, they will not receive calls for that region.
• The system prioritises routing calls to Agents with the highest Skill rating.

Routing Process

• If a caller selects Asia, the system will attempt to route the call to the Agent with the highest rating:
  • Agent-2 (rating 9)
  • If Agent-2 is unavailable, the call is routed to Agent-8 (rating 7).
  • If Agent-2 and Agent-8 are unavailable, the call is routed to Agent-4 (rating 5).
  • If all three Agents are unavailable, the call remains queued until one of them becomes available.

Additional Considerations

• Some Agents are responsible for only one region (e.g., Agent-7 and Agent-9 for Europe).
• Others handle multiple regions (e.g., Agent-10 supports Australia, Europe, and Far East).
• In some Skill-Based Routing configurations, all Agents in a department (e.g., Sales, Service, or Finance) may have the same skill rating, ensuring they meet the Minimum-Skill-Score for routing.

Key Takeaways

• Higher Skill ratings increase an Agent's priority for receiving calls.
• Minimum-Skill-Score enforcement ensures Agents receive only calls they are qualified to handle.
• Queued calls remain on hold until an appropriate Agent becomes available.