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Admins: Skills Routing

A series for your company's administrator: create the skills your team has, give them to your agents, and send each call to an agent who has the skill it needs. Watch them in order: each video uses what the previous one set up.

3 videos · about 2¾ minutes.

The videos use fictitious demo data: the company "Acme Dental" and its users. The queue is the reception queue from Admins: Contact Center.

1. Creating Agent Skills

42 s

What the video covers:

  • A new skill: Contact Center › Config › Agent Skills › Add.
  • Name and sub skills: the skill's Name (no spaces or dots) and one Sub Skill per value, here Language with English and Spanish.
  • Full names: each sub skill is used as Name.Sub, such as Language.Spanish. The copy icon puts it on your clipboard, ready for a call flow.
  • Save: the list shows Language.English and Language.Spanish.

2. Giving Skills to Your Agents

46 s

What the video covers:

  • An agent's skills: Users › edit the user › section Callcenter › Skills, then Save. Marcus speaks Spanish; Laura and Priya take the calls in English.
  • The queue shows them: a queue's agents list has an Agent Skills column.

3. Routing Calls by Skill

1 min 16 s

What the video covers:

  • Switch it on in the queue: edit the queue › Skills Routing › Save.
  • Tell the call which skill it needs, in SmartPBX: PBX › Callflows › Add Callflow, a number (here extension 310) and a name ("Spanish line").
  • Set CAV (under Advanced): Key Agent_Skill_1, Value the skill's full name, Language.Spanish. Then a Callflow action that sends the call to the queue, and Save changes.
  • The call: a caller on the Spanish line rings only the agents who have Language.Spanish. Priya, who has only English, does not ring. Once answered, the call's Call Information shows Agent Skills.