Skills-Based Call Routing
- 21 May 2024
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Skills-Based Call Routing
- Updated on 21 May 2024
- 1 Minute to read
- Print
- DarkLight
- PDF
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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.
* 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
- Select Ai Contact Centers
- Choose the desired Contact Center
- Navigate to Business Hours & Call Routing
- Select Edit Call Routing
- Select Skills-based
- Select Rate your agents
- Rate each agent
- 0 is the lowest rating, and 100 is the highest rating
- By default, all agents start with a rating of 100
- 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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