Learn how to set up proper skill groups in order to get the most out of skill based routing.
User Level:
Admin
Set Up Skill Based Groups
In order to reap the most efficiency out of skill based routing, we want to be using groups. Ideally, we want to create a specific group for every skill. Keep in mind that each group can only have one skill selected, but that agents can be assigned to multiple groups.
Add Available Skills
To add available skills, navigate to Account > Settings from the dashboard. Select the Skill Based Routing header. Here we can see skills which currently exist in our account, what groups they are assigned to, and how many agents are logged as having that skill.
Select
+ Add Skillto add a new entry. Enter an appropriate Skill name.
Add Skills to Users Profiles
Once a skill is created in dashboard Settings, it becomes available to add to user profiles. It is a best practice to set skills and competency levels at the same time you add new users into CloudTalk.
From the dashboard, navigate to Users. Add a new user by clicking the + icon, or click the edit icon next to an existing agent's information.
Under User Skills, assign a skill by searching the Skill Name and selecting a Skill Level:
None,Insufficient,Sufficient,Good,Very Good. Try to be as accurate as possible, since Skill Level is used in the routing logic.
Create Skill Groups
In addition to adding skills to agent profiles, it is also important to create specific groups for each skill. This will make it much easier to design skill based call flows.
From the dashboard, go to the Groups tab. Click
+Add Groupto add a new group.
Give the group a name that accurately describes the associated skill and make sure to
+Addassigned agents with the skill.
For any new group, we must set a ringing strategy and other preferences. Next to Assign a skill for Skill based Routing, select the skill you want this group to be associated with.
Optional—New users being added into CloudTalk can also be assigned a group from the Users tab (Edit user > Advanced settings).
Once a user has been added to one or more groups, we should be able to see all the assigned groups from their agent preview column within the Users tab.
With this setup in place, you will be able to start using call flow designs with skill based routing.
Have more questions on skill groups or any other topic? Contact our Support team. We're always happy to help!