Handling certain types of calls requires a specific skill set that not all agents may have. With skills-based routing, you can ensure calls are directed to agents based on their ranked proficiency, improving efficiency and customer satisfaction.
Who can use this
Skills-based routing is available to Dialpad Support and Dialpad Sell customers.
Configure skills-based call routing
To configure skills-based call routing, head to your Dialpad Admin Settings.
Navigate to Dialpad Admin Settings > Contact Centers and select your desired Contact Center
Go to Business Hours & Call Routing > Call Routing and select Edit Call Routing
From the Routing Options in the Call Routing panel, select Skills-based
Select Rate your agents and rate each agent
0 is the lowest rating, and 100 is the highest rating
By default, all agents start with a rating 100
Select Close
If multiple agents share the same rating, Dialpad routes a call to the agent with the longest idle time.
Learn more
Check out this Help Center article to learn more about call routing rules for Contact Centers.