Skill-Based Routing

What it does

Skill-based routing sends a conversation to agents who hold the right skills, such as Spanish, Billing or Enterprise accounts. It layers on top of your existing team routing and never replaces it. Available as an add-on.

Set it up

Open Skill Routing from the Teams and Routing area. Work through the tabs in order.

Skills

Create the skills your agents can hold. Add a short description so supervisors know when to use each one.

Agent skills

Assign skills to agents and rate proficiency from 1 (learning) to 5 (expert). Higher proficiency is preferred when several agents match.

Requirements

Pick a team, a website or both, then choose required skills (agents must hold all of them) and preferred skills (tried first). Set an overflow time in seconds. After that wait, any available agent can take the conversation so customers are never stuck. New requirements start turned off. Switch one on when you are ready.

Simulator

Choose a team and run the simulator to see which agents would receive a conversation right now and why. It never assigns anything and does not write to the routing log, so it is safe to use any time.

Automation

Use velaro skill-routing commands or the MCP tools skill_routing_skills, skill_routing_assignments, skill_routing_requirements and skill_routing_simulate.