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For more information, see Agent Profiles. Map various skills to the profiles of these agents. For more information, see Create a Queue and an Outdial Queue. For more information,Ĭonfigure different agent teams with a set of agents to serve a queue.

Match skill requirements of contacts with agents who have those specific skills.Īdd skill requirements to contacts and route contacts with the same skill requirements to a single queue. Is routed to the longest available agent. Invalid because skill values are not properly defined in the flow, SBR cannot find a matching agent. If one of the skill requirements of a contact is SBR matches all skill requirements of contacts with the skills of agents. To remove or reduce the skill requirements, specify the skill relaxations in the Queue Contact activity. For more information, see Skill Definitions. If an agent is not available within a time interval that is specified in the queue. You can configure SBR in a way that removes or reduces the skill requirements of agents Based on the assigned skill requirements, the calls enter a queue for distribution SBR assigns skill requirements to calls in a flow. You can route the calls in each subset to agents who possess a required set of skills, such as language fluency When calls arrive at an entry point, SBR classifies the calls SBR is available for voice contacts only. Skills-based Routing (SBR) is an optional feature that matches the needs of contacts with agents who have the skills to best The routing strategy, the system selects an appropriate queue to distribute the contact to one of the available teams.

Restore or permanently delete a global routing overrideĮach contact arrives at an entry point, where a routing strategy applies business logic.

Create a global routing override from a copy.Restore or Permanently Delete a Routing Strategy.Routing Strategies Deletion and Restoration.View routing strategies for an entry point or queue.Configure variables for Interaction pane.Configure variables for Incoming popover.Variables and Expressions in Flow Designer.

Iar error code expression cannot be forward