Skill-Based Routing (SBR) is a way to route chats based on agents’ skills, so that your visitors can quickly get the targeted support that they need. Skills can be languages, IT skills, or product areas.
In the Cloudfon CX system, you can group your agents into different departments according to their responsibilities. Using SBR combined with department grouping helps you assign incoming visitors to the most suitable agents. By grouping agents into departments and defining agents’ skills, you can route visitors to agents in a specified department with certain skills, so that visitors can get targeted support quickly.
Step by Step Instructions
Log in to the Cloudfon control panel.
From the left navigation menu, go to People > Skills.
Click Add.
Input the skill name, and add the agents who have this skill. You can also add a description to help identify the skill.
Click Save.