If you configure the contact’s skill requirement with = condition in the flow, Agent 2 with an English language proficiency level of 6 is the best available agent in the queue to Consider two agents:Īgent 1 with an English language proficiency level of 3 and Agent 2 with an English language proficiency level of 6. If you choose IS condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.įor more information, see Skill Requirements in Queue Contact activity.Īssign the proficiency level to an agent when creating Skill Definitions and Agent Profiles.įor example, you can route contacts to agents with English speaking skill as a language proficiency. If you choose = condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement. To route contacts to the best availableĬonfigure the contact’s skill requirements with the necessary condition so that the contact is always routed to an agent with Longest Available Agent: SBR routes contacts to the agent who has been available for the longest duration.īest Available Agent: SBR routes contacts to the agent who has the highest level of proficiency in the skill. SBR routes contacts to agents in one of the following ways when more than one agent with the required skill set is available:
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For more information, see Create a Queue and an Outdial Queue. You can enable SBR in the Queue Routing Type settings when creating a queue. SBR routes contacts to agents based on the contact’s skill requirements that are configured in the flow.
![jump desktop viewer keeps asking for gmail jump desktop viewer keeps asking for gmail](https://www.webdevelopersnotes.com/slides/add-photo-on-google-account/my-account-page.jpg)
Skill B, C2 becomes the longest contact in the parked state. If you map C2 to a team that has only skill A or Do not map C2 to a team that has only skill A or skill B. For best customer service, map C2 to the team that has both skillĪ and skill B. Queue, it requires agents with both skill A and skill B. In the preceding example, contact C1 requires skill A and contact C2 requires both skill A and skill B. For more information, see Agent Profiles. Map various skills to the profiles of these agents. For more information,Ĭonfigure different agent teams with a set of agents to serve a queue. Match skill requirements of contacts with agents who have those specific skills.Īdd skill requirements to contacts and route contacts with the same skill requirements to a single queue. Is routed to the longest available agent. Invalid because skill values are not properly defined in the flow, SBR cannot find a matching agent. If one of the skill requirements of a contact is SBR matches all skill requirements of contacts with the skills of agents. To remove or reduce the skill requirements, specify the skill relaxations in the Queue Contact activity. For more information, see Skill Definitions. If an agent is not available within a time interval that is specified in the queue. You can configure SBR in a way that removes or reduces the skill requirements of agents Based on the assigned skill requirements, the calls enter a queue for distribution SBR assigns skill requirements to calls in a flow. You can route the calls in each subset to agents who possess a required set of skills, such as language fluency When calls arrive at an entry point, SBR classifies the calls SBR is available for voice contacts only. Skills-based Routing (SBR) is an optional feature that matches the needs of contacts with agents who have the skills to best The routing strategy, the system selects an appropriate queue to distribute the contact to one of the available teams. Restore or permanently delete a global routing overrideĮach contact arrives at an entry point, where a routing strategy applies business logic.
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