Skill Based Routing

To route incoming calls to an agent with the highest skill on a certain subject, you can use the Skill Based Routing Method. The following steps are required:

• Create the skills (see underneath)
• At the Agents configuration, add the skills and the agents’ skill level to the agent
• Enable Skill Based Routing at the queue configuration and select the skills required for the queue

Example Algorithm: Skill-Based Routing

Consider a queue configured with serial and skill-based routing, containing a skill named 'A':

• Agent 1: Skill 'A', Value: 100
• Agent 2: Skill 'A', Value: 100
• Agent 3: Skill 'A', Value: 50

The routing process proceeds as follows:

1. A call comes in. The system selects from agents not yet called (called: none) with the highest available skill level for A (100), resulting in Agent 1 and Agent 2. Due to serial routing, Agent 1 receives the call.
2. Agent 1 does not answer.
3. The system selects from agents not yet called (called: 1) with the highest available skill level for A (100), resulting in Agent 2. Due to serial routing, Agent 2 receives the call.
4. Agent 2 does not answer.
5. The system selects from agents not yet called (called: 1, 2) with the highest available skill level for A (50), resulting in Agent 3. Due to serial routing, Agent 3 receives the call.
6. Agent 3 does not answer.
7. The system selects from agents not yet called (called: 1, 2, 3) — none remain, so the list resets — with the highest available skill level for A (100), resulting in Agent 1 and Agent 2. Due to serial routing, Agent 1 receives the call.
8. This process repeats as needed.

When a queue is configured with multiple skills, skill levels are not summed but treated as equal. For example, in a queue requiring skills A and B, an agent with Skill A at value 100 is considered equivalent to an agent with Skill B at value 100

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