Skill proficiency can be effectively utilized in skill-based routing to ensure that customer interactions are assigned to agents who possess the required skills and expertise at the desired proficiency level. Unified Routing allows organizations to define proficiencies for different skills based on the expertise of agent in that skill. This proficiency is used to generate proficiency score for all the agents that have the required skills for the case. The agent with the best proficiency score is given the next case in Queue.

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Defining Skills and Proficiency

For proficiency based assignment, we first assign the skills and proficiency to agents/agent groups in the Work Queue. Let us consider two agents, Pratik and Vedant as customer support agents of a brand named "YourHome" which deals with home appliances. YourHome uses Sprinklr's Unified Routing for automatic distribution of customer queries to their agents.

Based on brand requirements, we have created two skills named "English" and "Product Knowledge". We assign them to the agents in the following manner.

Both the agents can communicate in English and have Product Knowledge. The number in the bracket denotes the proficiency of agent in that Skill. Pratik has more knowledge of brand's products whereas Vedant has better communication skills. Both these agents are added to the Customer Support Work Queue.

Tagging Customer Case with Skills

Now let us look at the following two types of customer queries to a dummy brand named "YourHome", which deals in home appliances.

Case #1 Case #2

The first case is a normal enquiry about the types of washing machine. This requires an agent with good communication skills. The second case is an enquiry about technicalities with a particular type of product. This requires an agent with good technical skills and product knowledge.

This tagging of skills can be done on the basis of intent detected by Sprinklr's AI in the Rule Engine. Let us suppose the cases are tagged with the following skills and proficiencies -

Case #1 - English (50), Product (40)

Case #2 - English (40), Product (50)

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Calculation of Proficiency Score

The cases are assigned to the work queue with Pratik and Divyansh as available agents. The Routing Type selected should be Best Skill Matching only. In this type of routing, for each pending case in the queue, proficiency score is calculated for every eligible agent (with the required skills and availability status) using the below method :

The summation is done for all the skills tagged with the case.

Applying the above to the two cases, the scores generated are as follows -

Assignment of Case to Agent

Scenario 1:

Based on the above score, Case #1 will be assigned to Vedant and Case#2 will be assigned to Pratik. Using proficiency score and appropriate skills, customers can be connected to the most appropriate agent and can resolve their queries faster.

Scenario 2:

Let's say, If both the agents had the same skills but different available capacity, and a case comes in the work queue with some required skills.

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Agents Case (English: 50, Product Knowledge: 40)

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Then, if we calculate the proficiency scores of both the agents, it would come out to be same as both the agents have the same proficiencies. So, according to next agent sorting criteria, case would get assigned to Vedant as he has more available capacity units as compared to Pratik who only has 50 free capacity units.

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