Skills refer to any specific abilitiy or area of expertise that is characteristic to a group of agents. For example, in a laptop manufacturing company, a group a customer support agents may have the expertise in dealing with Battery related queries while the other group may have that in Software related queries. These skills can be created in Unified Routing manually and can be assigned to agents based on their knowledge, training, or experience in handling certain types of cases.

Examples of Skills can be -

Language as a Skill - Agents with proficiency in German language can be assigned "German" as a skill. The case, which has a customer query in Hindi languages is tagged with "Hindi" skill, and will be routed to these agents.

Issue type as a Skill - Agents who have expertise in dealing with warranty related cases can be assigned "Warranty" as a skill. Similarly, agents who have expertise in dealing with return queries can be assigend "Order Return" as a skill. This is normally derived by asking customers their problem category using a chatbot or IVR. It can also be detected using AI based intent detection and tagged to a Case.

Creating Skills on the Platform

On the Skills tab of Unified Routing, you can directly create new Skill Categories and Skills by clickng on Add Skill Category/Skill icon on the top right corner of the screen.

Assigning Skills to Agents

After creating the above, assign the skills to the respective agents by navigating to Agents Tab.

For assigning skills to the Agent/Agent Group, click on three dots beside the agent name and click Edit. In this, you can add a new skill by clicking on Add New Skill to All Agents.

Tagging Skills to Cases - Rule Enigne

For routing a case to the appropriate agent with skills, we have to tag the required skills and skill proficiency to the case. In Rule Engine, we can tag different skills to cases based on different conditions. In the example below, for messages containing text "invoice" or "bill", we define an action on the case to tag "Invoicing Issues" skill.

We have three actions for managing skills in a case -

1) Set - This action will replace all the previous skills tagged to the case and associate the newly defined skills.

2) Merge - This action will merge the defined skill to the existing set of skills.

3) Unset - This action will check if the defined skill is tagged to the case and remove it.

Tagging Skills to Cases - Voice IVR / Conversational AI

In Voice IVR and Conversational AI, we have the capability to add a node for setting up skills.

This is similar to the Rule Engine, we can add one or multiple skills and the required proficiency to the case.