Skill Management

overview skill based routing (sbr) is a core component of the automatic call distributor (acd) system it is designed to filter and direct incoming inquiries to the call center agents possessing the most applicable skill sets the primary purpose of this feature is to ensure that customers are connected with agents best prepared to address their specific issue, leading to optimized service delivery key benefits customer experience improvement provides an immediate connection to the most qualified agent, significantly reducing friction points and enhancing customer satisfaction reduced handling time by closely matching calls to the best prepared agent, callers experience faster issue resolution, thus reducing the average handle time (aht) targeted training & efficiency agents focus on specific skill sets, increasing their utilization and productivity within those domains this specialization leads to reduced call abandon rates and a more efficient call center operation overall resource prioritization highly skilled agents can be strategically assigned to high value clients or complex queues, ensuring critical resources are targeted where they provide the most return for the call center flexible setup different skills can be created as per the requirements of different queues or dids (direct inward dialing) , offering granular control over resource allocation functionality skill management is configured under the system configuration in the administrator/voice admin consoles the feature allows for the creation of skills, definition of skill levels with corresponding weightages, and the assignment of users to specific skills for use in skill based call routing skills a skill is created with a unique name (e g , "spanish language support," "tier 2 technical") skill levels each skill can have multiple defined levels, each assigned a specific weightage (e g , level 1 weightage 5, level 5 weightage 100) to prioritize agents user management users are assigned to a skill and a level via a management interface maintenance constraint once a skill is created, it cannot be edited ; it must be deleted and re created to apply modifications to the skill name or defined levels however, user assignments and the management of skill levels can still be performed on an existing skill use cases multi language support routing all calls from customers who select spanish in the ivr directly to agents with the "spanish language" skill product tiering directing calls about product a to agents with the "product a specialist" skill, while directing complex technical issues to agents with "tier 3 troubleshooting" skill sales vs support using a skill to differentiate agents who handle sales inquiries (high conversion skills) from those who handle technical support (high resolution skills) prerequisites licensing this feature is a licensed feature and requires the appropriate license component to be available and visible in the user interface for configuration ivr configuration the implementation of skill based routing requires changes to the interactive voice response (ivr) flow to capture the customer’s intent (e g , product issue, language preference) which is then used by the acd to match the call with the appropriate agent skill professional services involvement due to the complexity of integrating skill capture in the ivr and configuring the underlying acd logic, professional services involvement is typically required to ensure correct deployment and optimal routing configuration routing configuration skills must be applied to a queue while editing the queue settings in any campaign for skill based routing to function usage instructions 1\ creating a skill navigate to the skills tab (located under system configuration) click the "add" button enter a unique skill name define skill levels by clicking "add skill level" in the pop up, click "add" to create a level, enter the name of the skill level, and define its weightage click "save" to save the defined skill levels click "apply" in the main skills tab to apply the newly created skill to the system 2\ assigning users to a skill in the skills tab , select the desired skill and click the "manage users" button select the users from the "available" section click the ">" icon to move them to the "assigned" section to remove users, select them in the "assigned" section and click the "<" icon click "save" to commit the changes to user assignments 3\ deleting a skill select the skill you wish to delete from the list click the "delete" button a confirmation prompt will appear click "yes" to confirm deletion note the deleted skill cannot be retrieved and will no longer be applied in any queue or campaign related features/modules call routing/queue management skills are fundamentally linked to skill based call routing (sbr) , a routing type where calls are offered based on the agent's defined skill set and level skills must be assigned to a queue for sbr to be utilized agent monitoring supervisors can monitor agent activity and call distribution based on skills within the monitoring tabs, allowing them to track the performance and utilization of skill groups