Skills-Based Call Routing
  • 04 Oct 2023
  • 1 Minute to read
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Skills-Based Call Routing

  • Dark
  • PDF

Article Summary

Certain types of calls require a certain finesse that might not be found in all of your agents. Skills-based routing allows you to prioritize how Agents in a Contact Center receive calls based on their ranked proficiency for that type of call.

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

Who can use this feature

Skills-based routing is available to Ai Contact Center and Ai Sales Customers on the Pro and Enterprise plans.

* Our discontinued 'Ai Voicewith Contact Center Add-On' license also supports this feature but is limited to existing customers.

Configure skills-based call routing

To configure skills-based call routing, head to your Admin Settings from

  1. Select Ai Contact Centers
  2. Choose the desired Contact Center
  3. Navigate to Business Hours & Call Routing
  4. Select Edit Call Routing
  5. Select Skills-based
  6. Select Rate your agents
  7. Rate each agent 
    1. 0 is the lowest rating, and 100 is the highest rating
    2. By default, all agents start with a rating of 100
  8. Select Close

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 contact center.

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