9.1.3 Skills Management

Owned by SUPPORT
Last updated: Nov 03, 2024
2 min read

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 chat queues according to their responsibilities. Using SBR combined with chat queue grouping helps you assign incoming visitors to the most suitable agents. By grouping agents into chat queues and defining agents’ skills, you can route visitors to agents in a specified chat queue with certain skills, so that visitors can get targeted support quickly.

To use Skill-Based Routing, you need to decide and create the skill types in your system based on your business requires first. After that, you can create routing rules to direct visitors to agents with matching skills.

Add Skills

The first step to set up skill-based routing is to create skills. To make better use of the routing function, create a set of skills relevant to your visitors’ needs. 

To assign a skill to an agent, you can choose the agent when creating the skill, or edit the agent after creating the skill.

Prerequisites

A valid system admin account.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Global Settings > People > Skills.

  3. Click on the “+” button to add chat queue.

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  1. Enter the skill name and add agents who have this skill. You can add descriptions to help you identify the skill.

Note: The skill name must be unique in your system.

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  1. Click Save.

You have successfully created a skill, now you can set up Web Chat routing rules to route visitors to agents with specified skills, you can find more details about Routing Rules Setup2.4.6 Routing Rules Setup.

Manage Skills

Edit Skill

  1. Select a skill created by admin, and click on Edit icon to enter the edit page.

  1. You can modify the skill name, description and add or remove members from the skill.

  2. After edit the skill’s information, click Save.

Delete Skill

  1. Select a skill, and click on Delete icon to delete this skill.

  1. Click Delete to confirm the deletion. The skill has been deleted successfully.