Installation guide

Overview of skills-based routing 3-3
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Overview of skills-based routing
How skills-based routing works
When a call arrives, you can attach skill requirements to it at the auto-attendant level before
sending the call to the queue. The queue then tries to route the call to the available agent with
the best matching skill. You define to what degree skill is emphasized in the routing algorithm—
you can have the call wait indefinitely for an agent with the right skill, or be eventually routed
to a less-skilled or unskilled agent.
You can attach multiple skill requirements to calls, and agents can have multiple skills at
different values. You define how important each skill is in routing calls.
Example: Your queue routes calls based on two skills: Spanish and Product Expertise. Your
auto attendant has menu prompts separating Spanish from English callers; calls that choose the
Spanish prompt have a Spanish skill requirement attached to them. Also, all calls start with a
high Product Expertise requirement. You have defined that calls requiring Spanish can never be
routed to an agent without the Spanish skill. However, the longer a call waits, the lower the
Product Expertise requirement becomes, so that after 15 minutes of waiting a call can be sent to
agents with the lowest Product Expertise skill.
Setting up skills-based routing
Setting up skills-based routing involves the following tasks:
1 Define one or more skills. See page 3-3.
2 Assign skills and attributes to users. See page 3-5.
3 Set up an auto attendant to define skill requirements for incoming calls. See “Adding skill
requirements to calls” on page 3-7.
4 Select which skills are relevant to the queue. See page 3-8.
5 Configure the queue to use skills-based routing based on settings you define. See “Setting
up skills-based routing for a queue” on page 3-9.
Release 2.0 Service Pack 1
April 2011