The content in this article is appropriate for: Administrators and Supervisors
All campaigns have one of two available Call Distribution Types: Rank Based Routing and Skills Based Routing.* Below are the step-by-step instructions for configuring SBR on an existing campaign.
*For information on Rank Based Routing, click here.
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Skills Based Routing can only be used on inbound campaigns. To check the type of campaign being used:
Browse to Programs/Clients > Program Name / > Campaigns , and > click on the Campaign Name that will be configured
On the Details tab:Type should be set to Inboundto Inbound
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💡Keep this is mind during campaign creation!
When a campaign is created, the following four options are available:
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Inbound Only: creates a single IB campaign that can use Skills Based or Rank Based Routing
Inbound with Outbound Followup: creates an IB campaign that can use SBR or RBR and an associated OB (followup) campaign that can only use RBR
Outbound with Callback Followup: creates an OB campaign that can only use RBR, and an associated IB campaign which can use either.
Outbound Only: creates a single OB campaign that can only use RBR
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