Configuring CyCX - Configuring a Queue - The Skills Tab

Skills

The Skills tab allows the skills based routing feature to be enabled for call distribution. If skills based routing is used, only the agents with the available skills can be added to the queue. Skills based routing has higher priority compared to the queue distribution mode ('Queue Mode') configured in the queue tab, ‘Agents’ > Queue Mode .

Skills Based Routing works by checking the skill level that Agents are assigned and then routes the call to the agent with the highest skill level available.

For example, agent A has a skill level of 1 for Sales queries, agent B has a skill level of 2 and agents C and D have a skill level of 3. Any Sales calls would be first routed to agents C and D (based on the queue distribution mode in the General tab). If they are unavailable then they will then be routed to agent B, and if agent B is unavailable the call will go to agent A.

Skills can be assigned to the queue by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.

For other Configuring a Queue Tabs see here:

Configuring CyCX - Configuring a Queue - The General Admin Tab

Configuring CyCX - Configuring a Queue - The Agents Tab

Configuring CyCX - Configuring a Queue - The Skills Tab

Configuring CyCX - Configuring a Queue - The Schedule Tab

Configuring CyCX - Configuring a Queue - The Announcements Tab

Configuring CyCX - Configuring a Queue - The Completions Tab

Configuring CyCX - Configuring a Queue - The Overflows Tab

Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation