Skills-based Routing Types

SBR routes contacts to agents based on the contact’s skill requirements that are configured in the flow. For more information, see About Skills-based Routing.

You can enable SBR in the Queue Routing Type settings when creating a queue. For more information, see Create a Queue and an Outdial Queue. SBR routes contacts to agents in one of the following ways when more than one agent with the required skill set is available:

  • Longest Available Agent

  • Best Available Agent

Longest Available Agent: SBR routes contacts to the agent who has been available for the longest duration.

Best Available Agent: SBR routes contacts to the agent who has the highest level of proficiency in the skill. To route contacts to the best available agent:

  • Configure the contact’s skill requirements with the necessary condition so that the contact is always routed to an agent with the highest level of proficiency:

    • If you choose <= condition for the contact’s skill requirements, a lower value indicates a better match with the contact's requirement.

    • If you choose >= condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.

    • If you choose IS condition for the contact’s skill requirements, a higher value indicates a better match with the contact's requirement.

    For more information, see Skill Requirements in Queue Contact activity.

  • Assign the proficiency level to an agent when creating Skill Definitions and Agent Profiles.

For example, you can route contacts to agents with English speaking skill as a language proficiency. Consider two agents: Agent 1 with an English language proficiency level of 3 and Agent 2 with an English language proficiency level of 6. Both agents are available in the queue.

  • If you configure the contact’s skill requirement with <= condition in the flow, Agent 1 with an English language proficiency level of 3 is the best available agent in the queue to connect to the contact.

  • If you configure the contact’s skill requirement with >= condition in the flow, Agent 2 with an English language proficiency level of 6 is the best available agent in the queue to connect to the contact.