Define skill-rating models
A first step that you'll need to take is to define at least one rating model that will be used for distributing conversations. This step is important because each representative who can have conversations routed to them will need to have skills assigned to them. When you’ve added a skill to a representative, you’ll need to define how proficient the representative is in that skill. This definition will help the system distribute a conversation appropriately based on the matching logic that’s defined. For example, you might use a rating model to help identify how fluent someone is in a specific language. The higher the value that a representative has been given for a language, the more proficient they are in that language.
To define rating models, go to the Dynamics 365 Customer Service admin center by selecting Insights under the Operations group. Under the AI feature settings, select Skill-based routing. Under rating models, a default rating model will likely display. You can add more rating models by selecting the New Rating Model button.
Rating models require a minimum and maximum rating value when they're defined. This value helps set the scale as individual rating values are defined. When you have the rating model, you can add rating values by selecting the New Rating Value button. Each rating value that’s defined will need a name and a value. The value needs to fall between the minimum and maximum rating value that’s defined for the rating model.
Recommended proficiency level
Depending on the required complexity and the volume of potential matching rules that your organization might be applying, make sure that you have enough variety in your rating values to provide flexibility as you move forward. For that reason, we recommend that you use a rating model with a minimum value of 1 and a maximum value of 10 and that you define the rating values accordingly.
For example, you might create a rating model called Representative Skill Proficiency, where the minimum value is 1 and maximum value is 10. Then, each rating value would be defined based on the following chart.
| Rating value name | Value |
|---|---|
| ★★★★★★★★★★ | 10 |
| ★★★★★★★★★ | 9 |
| ★★★★★★★★ | 8 |
| ★★★★★★★ | 7 |
| ★★★★★★ | 6 |
| ★★★★★ | 5 |
| ★★★★ | 4 |
| ★★★ | 3 |
| ★★ | 2 |
| ★ | 1 |
This rating model provides the necessary flexibility that you need and helps make it easier for you to identify representative skills by using the star rating. After you've defined the rating models for your organization, you can start defining the individual skills and skill types that will be used.