Handling certain types of calls requires a specific skill set that not all agents may have. With skills-based routing, you can ensure calls are directed to agents based on their ranked proficiency, improving efficiency and customer satisfaction.
Who can use this
You must be a Company Admin or Supervisor to configure skills-based call routing. Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
Configure skills-based call routing
To configure skills-based call routing, head to your Dialpad Admin Settings.
Navigate to Dialpad Admin Settings > Contact Centers and select your desired Contact Center
Go to Business Hours & Call Routing > Call Routing and select Edit Call Routing
From the Routing Options in the Call Routing panel, select Skills-based
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Select Rate your agents and rate each agent
0 is the lowest rating, and 100 is the highest rating
By default, all agents start with a rating 100
Select Close
If multiple agents share the same rating, Dialpad routes a call to the agent with the longest idle time.
Learn more
Check out this Help Center article to learn more about call routing rules for Contact Centers.
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