Skills-Based Call Routing

 

Skills-based routing allows you to prioritize how Agents in a Call Center receive calls based on their ranked proficiency for that type of call.

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

Configure Skills-Based Call Routing

dp-skills-routing-rating.gif

From Dialpad.com, navigate to Admin Settings Call CentersBusiness Hours & Call Routing Edit Call RoutingRouting 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.

Was this article helpful?

/