With skill-based routing enabled on a Call Center, queued calls are distributed to agents based on the agents’ rated ability to handle calls in that call center.
An agent is assigned a skill level for the call center. The skill level is defined as an integer between 1 and 20, with 1 indicating the highest level of skill.
Skill-based routing is enabled for a call center by selecting the Skill-based Routing policy. In contrast, the Priority-based Routing policy distributes calls by assigning either a Longest Waiting Priority or a Fixed Queue Priority policy to determine which call center has the highest priority.
You may choose to have a mixture of skill-based and priority-based call centers. In this case, the agents who are staffing the priority-based call center(s) are implicitly assigned a skill level of 1.
Assigning Skill Levels to Agents
Agents in a skill-based call center are assigned a skill level of 1 through 20 in the following ways:
- During creation of the call center
- By the administrator at the agent’s User level profile
- From the call center’s Agents view
Agents may view their own skill levels in all assigned call centers. For priority-based call centers, no skills are shown.
Call Distribution
Skill-based routing distributes calls from your call centers as follows:
| Situation | Call Distribution |
| Calls are queued on a set of call centers that an agent is staffing. The agent becomes available. | Provided there are no bounced calls (see below), the system compares the skill level of the agent in each call center. The agent is offered the call from the call center where he has the highest skill.
If the agent has equally high skills in more than one of these call centers, priority-based routing is used to select the call center with the highest priority, and the agent is offered its call. |
| Multiple agents who are staffing a call center are available. A call arrives at the call center. | Beginning with a skill level of X = 1 (the highest skill):
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| Bounced calls exist on a set of call centers that an agent is staffing. The agent becomes available. | The call is distributed as follows:
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