Skills-Based Call Routing

Skills based routing in Dialpad allows businesses to prioritize calls based on agents' proficiency for specific types of calls. Admins can configure skills based call routing by accessing the Admin Settings on Dialpad.com and selecting Ai Contact Centers. From there, they can choose the desired Contact Center and navigate to Business Hours Call Routing. By selecting Skills based and rating each agent from 0 (lowest) to 100 (highest), admins can determine the agents' proficiency levels. All agents start with a rating of 100 by default. If multiple agents have the same rating, Dialpad routes calls to the agent with the longest idle time. This feature helps ensure that calls are handled by agents who possess the necessary skills for specific call types.