Overview
The Skill Routing feature allows Admins to customize conditions for routing calls to their Agents based on Lead information. Once created these Skill Routing rules can be assigned within Skill Routing Campaigns.
Contents
Before You Begin
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Skill Routing rules only work with Skill Routing Type Campaigns.
- To learn more about Skill Routing Campaigns, see Create a Skill Routing Campaign.
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Skill Routing rules can also be applied to Call Center Queues.
- To learn more, see Configure Call Center Queues Call Routing Tab.
Configure Skill Routing
1.) Click the Call Center main menu.
2.) Click the Skill Routing menu option.
The Skill Routing page will open.
3.) Click the Add Skill Routing button.
The Create Skill Routing modal will open.
4.) Configure the new Skill Routing rule.
- (A) Name: Enter a Name for your Skill Routing rule.
- (B) Route Calls with no data: Toggle to route calls with
- (C) Lead Form Field: Select the Lead Field for the Route.
- (D) Values: Enter the Values and click the Add button to include them in the Route.
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- When using a Date Lead Field, the popout calendar tool is available.
- When using a Lead Field with predefined options, the Values table is replaced by a checklist.
5.) Click the Create button.
Assign to Agent
1.) Click the Account main menu.
2.) Click the Users menu option.
The Show Users page will open.
3.) Click the Email of the User to open their Settings.
The User Settings page will open on the Credentials tab.
4.) Click the Skill Routing tab.
5.) Use the checkboxes to select the Values for your Skill Routing rule(s).
- Click Select All to have all calls route to this Agent.
- Click individual checkboxes to have specific calls routed to this Agent.
6.) Click the Apply Changes button.