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 CloudCX 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
（1）Log in to the CloudCX control panel.
（2）From the left navigation menu, go to Global Settings > People > Skills.
（3）Click Add.
（4）Input the skill name, and add the agents who have this skill. You can also add a description to help identify the skill.
（5）Click Save. The skill is successfully created after the changes are saved.
（6）(Optional) Repeat the steps to add a set of skills.
After skills are created, you can set up routing rules to route visitors to agents with specified skills.