![]() ![]() 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. Such as language fluency or product expertise. You can route the calls in each subset to agents who possess a required set of skills, SBR is available for voice contacts as well as digital channel contacts. 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. ![]()
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