Set up Skill-based Routing for an Outbound Queue

Skill-based routing supports specifying skill level for agents in a queue, and route calls to the designated agents in descending order of their skill levels. Prioritizing queue calls to the most skilled agents ensures properly handling of customer inquiries and enhanced work efficiency.

Requirements

  • Firmware: Version 83.18.0.59 or later
  • Subscription: Outbound Call Center add-on service
    Note: Yeastar offers a 30-day free trial for the service, you can try the service before subscribed to it (Path: Plan > Add-on Subscription).

Scenario

Depending on whether there are agents with equal skill level within the same queue, the skill-based routing process varies.
Agents with unique skill levels
In this scenario, each agent in the queue is specified with a unique skill level. When a caller calls into the queue, the call will be directly routed to the agent with highest skill level (1). If the agent is not available, the call will be routed to the next agent in descending order of skill level.

Agents with equal skill level
In this scenario, several agents are specified with equal skill level. When a caller calls into the queue, the call will be directly routed to agents with the highest skill level (1) in the queue, and ring the agent according to the ring strategy of equal skill level. If all the agents with the highest skill level are not available, the call will be routed to the next agents in descending order of skill level.

Procedure

  1. Log in to PBX web portal, go to Call Features > Queue > Outbound Queue.
  2. Click beside the desired queue.
  3. In the Basic tab, enable skill-based routing and select ring strategy.

    1. Select the checkbox of Skill-based Routing.
    2. In the Ring Strategy of Equal Skill Level drop-down list, select the ring strategy for agents of equal skill level.
      Note: If each agent in the queue is assigned with a unique skill level, the system will strictly ring the agents in descending order of skill level, disregarding the ring strategy settings.
      Ring Strategy Description
      Ring All Ring all agents of equal skill level simultaneously until someone answers.
      Least Recent Among agents of equal skill level, ring the agent that was least recently called.
      Fewest Calls Among agents of equal skill level, ring the agent with the fewest completed calls.
      Random Ring the agents of equal skill level randomly.
      Rrmemory Round robin with memory.
      • Queue with static agents only: Among agents of equal skill level, the system remembers the last agent it tried and rings the next agent specified in the static agents list.
      • Queue with dynamic agents only: Among agents of equal skill level, the system remembers the last agent it tried and rings the next agent in the order that dynamic agents have logged in.
      • Queue with both static agents and dynamic agents: Among agents of equal skill level, the system remembers the last agent it tried and rings the next agent specified in the static agents list. If none of the static agents are available, the system rings the dynamic agent in the order that dynamic agents have logged in.
      Linear Ring the agents of equal skill level in specific order based on the type of agents in the queue.
      • Queue with static agents only: The system rings agents of equal skill level in the order specified in the agents list.
      • Queue with dynamic agents only: The system rings agents of equal skill level in the order that agents have logged in.
      • Queue with both static agents and dynamic agents: The system rings agents of equal skill level in the order that agents have logged in.
  4. In the Members tab, set the skill level for agents.
    Note: By default, all agents are assigned with the skill level 1 (the highest level).
    1. Click beside a selected agent.
    2. In the pop-up window, specify a skill level for the agent.
      Note:
      • The permitted value is 1 to 99. The smaller the number, the higher the skill level, and consequently the higher the priority for ringing.
      • The agent skill level specified here ONLY takes effect in this queue.
    3. Click Confirm.
    4. Repeat step a - c for all the desired agents.
  5. Click Save and Apply.

Result

When a call enters the outbound queue, the system will route the call to agent(s) according to agent skill level, starting from the highest and descending to the lowest.