Attach skills to work items
As conversations come in across different channels, the system will evaluate them to determine which skills should be applied to the item. This process is completed through classification rule sets. As items enter the queue, classification rules will evaluate the work item against specific conditions. If those conditions are met, the rule can set a particular field to specific values. For example, a classification rule might check to determine which language that the customer who's submitting the item speaks. If the customer speaks Spanish, then the classification rule will attach a skill of Spanish to the item.
Because all incoming work items, regardless of the channel that they originated from, are routed and distributed based on workstreams, classification rules are defined on the workstream record. You can define work classification rules under the routing rules section of a workstream by selecting + Create ruleset. You can define up to 10 rule sets for each workstream.
When creating a rule set, you can select one of the following options for the rule type:
Logical - Rules that use capacity profiles, skills, or attributes of the routed record.
Machine learning model - Use machine learning models to help classify work items. You can choose from one of the following models: Skill identification, Sentiment prediction, or Effort estimation.
After you've defined your rule, you'll be taken to the decision list, where you'll define the different rules that will be included in this rule set. To create new rules, select the + Create rule button.
The two primary components of work classification rules are:
Condition - Defines the circumstances when the attachment rule will apply.
Output - Defines where to send the data to, such as updating a field on the record, attaching a skill, or taking some other action.
Work with conditions
Conditions can be based on the work item or the entities that are related to the item. Depending on the type of work item that you're working with, the related records will vary. For example, for conversations, these records will include the related Account, Contact, Case, Effort prediction result, Context Variable, or Live Chat Context. When you base a condition on a related entity, you'll have complete access to all fields on the related entity. For example, to assign a language as a skill based on the location of the person who initiated the conversation, you would set the condition based on the following table.
| Entity | Attribute | Operator | Value |
|---|---|---|---|
| Contact (Conversation) | Address 1: Country/Region | Equals | Spain |
| Live Chat Context (Conversation) | Device | Equals | Xbox |
To provide flexibility, you can define multiple conditions in a single attachment rule. Additionally, you can use AND/OR conditions to group items together for greater flexibility. This approach can be useful in scenarios where a skill proficiency, such as working with a specific product type, might be impacted based on multiple factors. For example, if someone initiates a conversation that's related to Xbox 360, and they have an account question, the proficiency that's needed to work with that issue might be low. If someone is inquiring about a technical support issue, the conversation might require someone who has a higher proficiency level.
Attach skills
After you've defined the condition(s), you can use the output portion of the rule to define the skills that will be added to the work item. You'll need to define a proficiency level for each skill. You can add multiple skills to an attachment rule based on organizational requirements by using the + Add attribute button.
To attach a skill, set the dropdown menu to Skills, and then define the skill and proficiency level that will be applied. You can add multiple skills to each item.
Multiple attachment rule items
Because your organization might support many different scenarios and might have representatives with different skill sets, you'll likely have multiple rule items defined for a single workstream. The conversation will receive skills from any attachment rules that it meets the criteria for. Make sure that you define your rule items with enough specifics to ensure that items are assigned appropriately.
