Summary
As support organizations expand the offerings that they provide to their customers, representatives might find it more difficult to devote the time that's required to maintain a deep understanding of the areas that the organization supports. Consequently, many representatives tend to become more skilled in specific areas than others. When organizations are considering representative turnover, supporting customers across multiple regions, and other factors, they need to ensure that customers are connected to representatives who have the necessary skills to solve their specific issues. Unified routing helps organizations handle these issues more effectively through a configurable interface. As a result, conversations are routed to representatives who have the skills and proficiency levels that match what's defined on the incoming conversation.
This module examined how to deploy and set up skill-based routing and described:
Skill-based routing and how it helps organizations deliver better solutions to their customers.
How skill-based routing works and how you can attach skills to conversations to help distribute to the appropriate representative who has the necessary skills.
How to use rating models to define a representative's proficiency on a specific skill.
Skills and skill types that are used in the distribution process.
The process that's used to define representative skills and proficiency levels.
How to define the attachment rules to assign the appropriate skills to conversations as they come in, which helps you ensure that they're distributed to representatives who have matching skills.
Your next step in this learning path is to gain a deeper understanding about the other tools and capabilities that are available with unified routing, such as effort or sentiment-based work assignment.