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
From Dialpad.com, navigate to Admin Settings > Call Centers > Business Hours & Call Routing > Edit Call Routing > 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.
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