Workflow: Using skills to route calls to specific agents

Attention:This article assumes omnichannel routing has been turned on for your account. SeeTurning on omnichannel routingandManaging your omnichannel routing configuration.

It is common for agents to have special skills. Often, one of those skills is the relationship and expertise they have with certain customers. This workflow example shows how you can leverageskills in omnichannel routingto route calls from specific customers to the particular agent responsible for the customer.

This recipe uses omnichannel routing, skills, and triggers.

This example includes:

Workflow goal

Your company assigns agents to support specific customers. This enables them to build a strong relationship with the customer and develop unique expertise to help them meet the customer's needs. You want to use omnichannel routing to route calls from customers to the agents responsible for their accounts.

Using omnichannel routing for calls

Before deciding how to route calls, it's important to understand the ticket creation process. When you useomnichannel routing,创建一个机票的电话就enters the queue. That means you can run triggers on incoming calls before it is answered. If you choose not to use omnichannel routing, tickets are created for calls after the call is answered by an agent, and triggers can't be run against the incoming calls until the ticket is created. That means omnichannel routing is the only way you can use triggers to influence call routing.

SeeHow omnichannel routing works.

Use tags to identify all tickets from a customer

By adding a tag to all user profiles associated with a single customer account, you'll be able to use that tag to identify all tickets from the customer and route them accordingly.

To identify and tag user profiles associated with a customer

Open the user profile andadd aCustomerNametagto the end user's profile, whereCustomerNameis the customer or account name. For example,Customer1.

Use unique tags for each customer account. If you add the same tag to multiple user profiles, tickets from all of those users are tagged the same for routing purposes.

Defining the customer as a skill

创建新技能有三个部分:克雷亚te a skill type, add skills to the skill type, and assign the skills to agents. Before doing this, it's a good idea to make sure youunderstand what skillsare and how they can be used.

To define the customer as a skill

InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Skills.
Create a skill typenamedCustomers.
Add each customer name as a skill within theCustomersskill type. For example,Customer 1andCustomer 2.
While adding each skill, underAgents, clickMangageandassign each agent responsible for the customer.
Each skill must be assigned to at least one agent.

Using a trigger to assign the skill to incoming calls

After you create skills and assign them to agents, you have to create a process for assigning the skills to incoming calls. The best way to do this is via triggers, which can be used to manage skills when the ticket is created or updated. SeeAdding and managing skills on tickets.

To create a trigger that adds the customer skill to a call

InAdmin Center, clickObjects and rulesin the sidebar, then selectBusiness rules > Triggers.
Createoredita trigger.
UnderConditions, specify the conditions under which you want the skill to be added. For example:
- Ticket > Channel>Is>Phone call (incoming)
- Ticket > Tag>CustomerName(whereCustomerNameis the tag of the customer or account, such asCustomer1)
SeeBuilding trigger condition statements.
UnderActions, selectAdd skillsorSet skillsand then select the individual customer skill you want to assign, such asCustomer1.
SeeBuilding trigger action statements.
ClickSave.

Configuring omnichannel routing skills settings

As soon as you create skills and start assigning them to agents and tickets, they can influence routing. However, omnichannel routing won't consider skills until you turn it on in yourrouting configuration.

To configure omnichannel routing to consider skills

InAdmin Center, clickObjects and rulesin the sidebar, then selectOmnichannel routing > Routing configuration.
On theRouting Configurationpage, clickEditnext to the Initial routing configuration.
On theInitial routing configurationpage, selectTurn on skills-based routing.
(Optional) We recommend you also selectTurn on skills timeoutand specify skill timeout thresholds for each channel.

When you use the configurations described in this article, calls from specific customers are routed directly to the agent or agents responsible for the customer account.