Let's take a look at skills-based routing in Dialpad.
Who can use this feature?
* Our discontinued 'Dialpad Talk with Call 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 Call 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 Call Center.