Skill-based Call Routing in a Voice Campaign

skill based routing (sbr) is a component of automatic call distributor (acd) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets perform the following steps to route your call according to skills defined add the skill category, skill levels, and assign skills to the agents in "process" tab, select "inbound campaign" and go to "queues" tab create the queues as per the defined skills now, assign the skills in the queue create the routing for the skills which you have created assign the acd node and the queues corresponding to the skills do not delete the old routing nodeflows created earlier rather add the new nodeflows again switch the tab to the skills in system configuration menu and click "skill in queues" column assign the queue to the corresponding skill levels now, go to the inbound campaign and switch the tab to the "prompt" here, you have to add the prompt from which the customer has to select the skill level, so that the calls gets to route according to the defined skills example in this test case, we are using three skills for routing, that is, english, hindi, and marathi in the voice prompt, the english queue is assigned to number 1, hindi queue is assigned to number 2, and marathi queue is assigned to number 3 now, if the customer presses 1, then the call will be routed to the english queue, if customer presses 2 then the call will be routed to hindi queue, and if the customer presses number 3 then the call will be routed to marathi queue the agents with the higher skills will receive the call first and then the agents with lower skills get the calls only if the higher skilled agents are not free to take the call