Skill Based Routing
Updated
Skills-based routing is an assignment strategy to assign messages/cases to the most suitable agent, instead of simply choosing the next available agent. It improves the quality of customer services by automatically routing messages/cases to the agent who has the requisite skills to do the work. A successful skills-based routing strategy can increase agents' productivity by allowing them to draw on their personal knowledge and experience to answer the queries faster, which also reduces the case handling time and increases customer confidence and satisfaction.
Note: The Rule Engine and the Assignment Engine are legacy techniques for assigning cases to the agents.
How Skill Bases routing is different from queue based routing?
Queues generally are designed to represent a single skill. For example, you might have a Laptop Battery Issue queue and a Technical Support queue. Queues route work to agents who are members of the queue. Although you can have multiple queues, and agents can be members of multiple queues, a case/message can be assigned only to one queue at a time.
In contrast, skills-based routing looks at the skills required to complete the work item and routes the work item to an agent who has all of the requisite skills and who has the available capacity to take on the work.
Set up for for skill based routing broadly covers the following five steps
Add Skills in Assignment Engine
Define the Assignment Capacity and User Skills of the Users
View/Edit Assigned Skills for Agents
Assign Messages/Cases Based on Skills
Define Routing Configuration
To add skills in Assignment Engine
Under the Sprinklr Service tab, click Assignment Engine within Route.
On the Assignment Engine window, select Skill Based Routing from the dropdown in the top left corner.
On the Skill Based Routing window, select Skill Categories from the top section bar and click Add Skill Category in the top right corner.
On the Add Skill Category popup window, add a Name and optional Description for the new skill category and click Save.
Note
Once you have created a skill category, it cannot be deleted. However, you can edit it.
Next, on the Skill Based Routing window, click Add Skill alongside the added skill category.On the New Skill popup window, add a Name and optional Description for the new skill and click Save.
Next, to view added skills with a skill category, hover over the Options icon alongside the desired category and select View Skills.On the Skill Category window, you will be able to view all the skills added for that specific category.
To Define Assignment Capacity
On the Platform Settings window, click Add User in the top right corner.
Next, under Assignment Capacity, enter the user's Work Assignment Capacity to handle a number of new cases/messages at a time.
Also, enter the maximum Work Active Conversation Capacity of agents for the assignment of active conversations.
For example, if you set the Work Assignment Capacity of an agent to 10 and Work Active Conversation Capacity to 15, then the agent will not be assigned more than 15 cases (incl. active conversations and not more than 10 new conversations) at one point of time even if s/he is within the active conversation timeout limit.Under User Skills, click Add more skill. Select a Skill from the dropdown and enter Proficiency Score (1-100). The proficiency score tells the proficiency level of the user in a particular skill. Add more skills as required.
To View Edit/Assigned Skills
Under the Sprinklr Service tab, click Assignment Engine within Route.
On the Assignment Engine window, select Skill Based Routing from the dropdown in the top left corner.
On the Skill Based Routing window, select Agents from the top section bar. Here, you can view the list of agents and the skills assigned to them.
Here, you can edit the Skills and Proficiency Score of Agents. Click Edit Skills alongside the agent's name. On the Edit Agent Skills window, make the desired changes and click Save.
Assign Message/Case Based on Skills
After creating skills and assigning them to the users, you can create a work queue in the Assignment Engine and then a rule in Rule Engine to assign messages/cases to the most suitable agent depending on his/her skills, instead of simply choosing the next available agent.
On the Assignment Engine window, select Skill Based Routing from the dropdown in the top left corner.
On the Skill Based Routing window, click Add Work Queue in the top right corner.
On the Create work Queue pop-up window, select the Work Queue Type as Message, Case, or Task.On the New Message/Case/Task Work Queue window, enter the configuration details. For more information, see To Add a Work Queue.Click Save at the bottom.
On the Skill Based Routing window, select Work Queues from the top section bar. Here, you can view the list of work queues. You can search for the desired queue by typing the keyword in the search bar and also filter the queues based on the work queue type.
To Configure a Rule to Assign Messages/Cases based on Skills
Under Governance Console, click Manage Rules within Platform Setup.
In the top right corner of the Rule Engine window, click Create New Rule.
On the New Rule window, fill in the required details. Select Customer under the Rule Scope and Inbound under the Context dropdown. For more information, see Create a Rule.
Click Next.
On the Rule Builder window, click the Addition icon to Add Condition. Enter a Name for the condition in the Edit Condition pane in the right.
Under Condition Applies To "The source of the Message", select Channel from the Condition dropdown and the desired channel from the corresponding dropdown.
Click Add another Condition and select Account from the Condition dropdown and the desired account from the corresponding dropdown. Add more conditions as desired.
On the Rule Builder window, click the Addition icon on the Yes branch of the condition and select Add Action to add the action.
On the Edit Action pane in the right, enter a Name for the action.
Under Actions To "Assign a message to a User/Queue", select Manage Required Skill from the Action dropdown and further select the desired Skills and the corresponding Proficiency Scores.
Next, on the Rule Builder window, click the Addition icon on the above action branch and select Add Action.
Under Actions To "Assign a message to a User/Queue", select Assign from the Action dropdown and select the desired Work Queue comprising of assignees with the above skills from the corresponding dropdown.
To Define Routing Configuration
Within the Routing Configuration section, you can add the configuration for routing the cases/messages/tasks when no agents with required skills are available in the selected work queue.
Under the Sprinklr Service tab, click Assignment Engine within Route.
On the Skill Based Routing window, select Routing Configuration from the top section bar. Here, you can add the routing configuration for when no agents with the required skills are available.
On the Routing Configuration window, click Add Configuration in the top right corner.
On the Create New Routing Configuration window, enter a Name for your Routing Configuration.
Next, set the agents' minimum capacity in the Min. Agent Capacity Required field and the agents' capacity used from the Agent Capacity Used field. If these conditions are satisfied for the selected work queue then the actions that you will be setting in the next step will be performed for routing the cases/messages/tasks.
Under Actions, set the time for the cases/messages to get assigned to agents from the Waiting to assign for field. If not assigned, say in 2 minutes, then you can define various actions to be performed on the queue like Dropping a Skill Category, Dropping a Skill, Changing the Proficiency Score, Sending to Another Queue, etc.
For example, after dropping a skill from the work queue, the cases will start getting assigned to the agents that do not have that skill. You can add more action groups for a different wait time duration by clicking Add another action group.
Reporting on user skills
In Sprinklr Reporting, you can create a widget to view agents with their skills and proficiency scores so that you can manage your resources in a better way. It can help in knowing why a particular case is pending in a work queue and with what cases the eligible users are occupied.
Add the following dimensions:
User - The names of the agents.
User Skills (Lookup) - The name of the skill.
User Skills (CSV) (Current) - Multiple skills defined at the user level.
User Skill vs Proficiency (CSV) (Current) - The skills with the proficiency scores.
Proficiency (<skill name>) - The proficiency score of a specific skill.