Content Comparison

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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CreateEdit CreateEdit

Create\Edit Agent Ability

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1. Click Agent Management in the left-hand navigation bar

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1. and then click Manage Abilities

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   • For complete details of the Ability Management page,

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1. • click here.

2. Create a new ability:

   • Click +New Ability

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1. • • Ability Details tab

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1. • • :

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       • Name: delete the default text and write in a name for the ability

       • Description (optional)

       • Affiliate (optional): click the drop down and choose from available Affiliates

       • Suspended (defaults to No): Leave as-is. Because abilities can not be deleted, you can return here at any time and set to Suspended=Yes to take it out of service.

       • Click Update to save the ability

         • You can also Clone an existing ability, then make any necessary changes

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AddAgents AddAgents

Add Agents to Ability

• On the Agents tab: (Here, agents can be added to the ability as soon as it is created. Agents can also be added at a later time, either individually or in bulk)

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  • Create a New assignment by clicking the Choose

  an Agent from the dropdown to assign them this abilityAssign a WeightThe

  • an Agent dropdown and selecting an agent from the alphabetical list

  • Assign a Weight by typing a number in the text box

    • The higher the weight, the more this ability will factor for the agent when they are part of a Skills Based campaign that utilizes this

  abilityClick Update to save the Agent assignmentRepeat the steps above until all agents are assigned.

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• • • ability
      💡 Weights are normally rated 0-100, however the maximum value permitted here is 999.99

  • Click Update to save the ability or repeat the above steps to assign to additional agents.

💡The above steps outline how to add agents to an ability. That method is useful when a single ability is created and needs to be assigned to multiple agents.
This process can also be done in reverse, allowing for a single agent to be assigned multiple abilities:

• From the Agent Management \ node, click Manage Agents:

  • Click the Agent number to access their settings

  • Click the Abilities tabChoose the Abilities tab

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    • Choose an ability from the dropdown to assign it to the

    agentAssign a WeightThe

    • agent

    • Assign a Weight

      • The higher the weight, the more this ability will factor for the agent when they are part of a Skills Based campaign that utilizes this

    abilityClick Update to

    • • ability

    • Click Update to save the Ability

    assignmentRepeat

    • assignment

    • Repeat the steps above until all abilities are assigned.

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CreateSkill CreateSkill

Create Skill

Once abilities are created and configured, they must be added to a skill before they can be used in a campaign.

1. From the Agent Management node,

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1. click Manage Skills in the list of

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1. options

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   • For complete details of the Skill Management page,

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1. • click here.

2. Create a new skill:

   • Click +New Skill

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1. • • Skill Details tab

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1. • • :

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       • Name: delete the default text and write in a name for the skill

       • Description (optional)

       • Affiliate (optional): click the drop down and choose from available Affiliates

       • Suspended (defaults to No): Leave as-is. Because skills can not be deleted, you can return here at any time and set to Suspended=Yes to take it out of service.

       • Click Update to save the skill

         • You can also Clone an existing skill, then make any necessary changes

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AddAbility AddAbility

Add Ability to Skill

Now that abilities have been configured, agents have been assigned, and skills have been created, the abilities must now be added to a skill.

🤔 What is the difference between an ability and a skill? Think of it this way: Cooking a lasagna is a skill. Food shopping, boiling pasta, chopping vegetables, and assembling the ingredients are some of the abilities that make up that skill.

• On the Abilities tab:

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  • Click the Choose an

  Ability from the dropdown to assign it to this skillAssign a Minimum WeightAgents who have this assigned skill must meet this minimum requirement to receive calls.Click Update to save the Ability assignmentRepeat the steps above until all abilities are assigned.

  • Ability dropdown and select an ability to add to this skill

  • Assign a Weight by typing a number in the text box

    • The higher the weight, the more this skill will factor for the agent when they are part of a Skills Based campaign that utilizes this ability
      💡 Weights are normally rated 0-100, however the maximum value permitted here is 999.99

  • Click Update to save the skill or repeat the above steps to add more abilities

    • You can also Clone an existing skill, then make any necessary changes

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AddSkill AddSkill

Add Skill to Campaign

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This article assumes that a campaign already exists. For more information on how to create a new campaign, click here.

Browse to Programs/Clients > Program Name / > Campaigns and click on the Campaign Name that will be configured with the above skill.

On the Details tab:

• Scroll down and set the Call Distribution type to Skills Based Routing

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  *By default, all campaigns are set as Rank Based Routing

• Scroll down and click Update to click Update to save the change

• Once you update the campaign to Skills Based Routing, a new option will appear in the middle of the page:

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  • Skills Based Routing Sub

  TypeCAT

  • Type

    • CAT: (Cascaded Ability Telemetry) employs an alternate type of skill hierarchy that utilizes a top-tier skill and tiebreakers
      *For details on configuring CAT,

  click here.SBR 

  • • click here.

    • SBR [default]: (Skills Based Routing) calls are distributed based on the weight values that are assigned to agents when they are added to an ability

On the Skills tab:

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• Choose a Skill from the dropdown to assign it to this campaign

• Assign a Weight to the completed skill

• Click Update to save the campaign settings

  • You can also come back here to Delete Skills from the campaign

💡Now that the skill is assigned to the campaign, calls will be routed only to the agents that have the abilities that make up the skill. It is a good idea to verify that the proper agents are assigned to the campaign. This can be done in the Agent the Agent Management Panel.