Skills-Based Call Routing
- 21 Jun 2023
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Skills-Based Call Routing
- Updated on 21 Jun 2023
- 1 Minute to read
- Print
- DarkLight
- PDF
Article Summary
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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 on the Pro and Enterprise plans.
* Our discontinued 'Ai Voicewith Contact Center Add-On' license also supports this feature but is limited to existing customers.
Configure Skills-Based Call Routing
From Dialpad.com, navigate to Admin Settings and select the Contact Center you'd like to configure. Scroll down to Business Hours & Call Routing and click Edit Call Routing to access your Routing Options.
Select Skills-Based, then Rate Your Agents.
Agents will appear with sliders alongside their names to rate each of them. 0 is the lowest rating, and 100 is the highest rating. By default, all Agents start with a 100 rating.
If multiple Agents share the same rating, Dialpad routes a call to the Agent with the longest idle time.
Please review this Help Center article to learn more about all available call routing rules for a Contact Center.
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