Skills-Based Call Routing
    • 21 May 2024
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    Skills-Based Call Routing

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    Article Summary

    Certain types of calls require a certain finesse that might not be found in all of your agents. Skills-based routing allows you to prioritize how Agents in a Contact Center receive calls based on their ranked proficiency for that type of call.

    Let's take a look at skills-based routing in Dialpad.

    Who can use this feature

    Skills-based routing is available to Ai Contact Center and Ai Sales customers.

    * Our discontinued 'Ai Voice with Contact Center Add-On' license also supports this feature but is limited to existing customers.

    Configure skills-based call routing

    To configure skills-based call routing, head to your Admin Settings from Dialpad.com

    1. Select Ai Contact Centers
    2. Choose the desired Contact Center
    3. Navigate to Business Hours & Call Routing
    4. Select Edit Call Routing
    5. Select Skills-based
    6. Select Rate your agents
    7. Rate each agent 
      1. 0 is the lowest rating, and 100 is the highest rating
      2. By default, all agents start with a rating of 100
    8. Select Close


    If multiple agents share the same rating, Dialpad routes a call to the agent with the longest idle time.

    Learn more
    Check out this Help Center article to learn more about call routing rules for Contact Centers.


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