Skills Based Routing

Skills-Based Routing allows you to prioritize which agents receive calls based on their proficiency for that type of call.

Configure Your Routing

Admins can navigate to Admin Settings > Call Centers > Business Hours and Call Routing > Edit Details > Routing Options

After enabling it, you will then need to rate your agent's skill level. You have the options of a rating between 1 - 100, with 100 being the highest rating.

By default, all of your agents will have a 100 rating.

Working as an Agent

When a call comes agents are rung one at a time, starting with the highest skill level.