This feature will route specific calls or leads to agents based on the number of conditions. For example, if you want to do state-based routing, you can create State as a skill and then assign the appropriate Skills at the agent level.
- You'll have to set up a campaign of type "Skill Routing" and set up the Overflow Call Settings in the Call Routing tab.
- The "Skill Routing Overflow" setting determines the action taken for a call that is about to drop, when there are no available agents that are skilled for that call:
- By default, the value for this setting is "Any Available Agent" which means that the campaign's Skill Routing setting is bypassed for calls that are about to drop. To ensure that the campaign always follows the configured skill routing settings, make sure to choose "Use Overflow Destination" instead.
From the Admin dashboard, click on Call Center and select Skill Routing.
Click on Add Routing Skill button.
Configure Routing Skill.
Name - Name of the Routing Skill.
Route calls with no data - If it set to Yes, the field with no data will be transferred to the agent. Is it set to No, the system will route the call to the agent based on the configured values.
Lead Form Field - Select a field that you to use for routing.
Values - Add data or value for the field (click on Add button to add multiple entries).
Click on Create button once done.