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How do I set up skills based routing?

Before you set up skills based routing, you can use the Routing Simulator tool to see which interactions will route to agents. You can explore the effect of different settings on routing outcomes. For information about using the Routing Simulator tool, see Using the Routing Simulator.

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• Create a skill or skills and assign those skills to an agent or agents. For information about creating skills and assigning skills to agents in Skill ManagementUser Admin, see Configuring skills in Skill Management.

• Tag incoming interactions with required skills. For information about tagging interactions with skills, see How do I tag an interaction with skills?.

• Create an ACD applet that behaves as a UCD applet, that is, a skills based router. For information about creating a UCD applet, see How do I create a skills based router?.

When you have set up skills based routing, you can check live routing of interactions to agents and check for any issues using the Live Data Capture (LDC) tool. For information about using the LDC, see Using the Live Data Capture tool.

How do I create a skills based router?

When you have created skills, assigned those skills to agents, and tagged interactions with the skills that agents require to handle the interactions, you can then route interactions to the best possible agents. For information about creating and assigning skills, and tagging interactions, see Configuring skills in Skill Management and How do I tag an interaction with skills?.

To use skills based routing you need an Automatic Call Distributor (ACD) applet in skills based routing mode—the ACD applet becomes a Universal Contact Distributor (UCD) applet, or a skills based router. For information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. The UCD applet uses all the preceding applets' settings to determine which agent or group of agents to route interactions to.

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