For routing a case to the appropriate agent with skills, we have to tag the required skills and skill proficiency to the case. This can be done in the folloeing modules :

Rule Engine

We have three actions for managing skills in a case -

1) Set - This action will replace all the previous skills tagged to the case and associate the newly defined skills.

2) Merge - This action will merge the defined skill to the existing set of skills.

3) Unset - This action will check if the defined skill is tagged to the case and remove it.

Voice IVR / Conversational AI

In Voice IVR and Conversational AI, we have the capability to add a node for setting up skills.

This is similar to the Rule Engine, we can add one or multiple skills and the required proficiency to the case.

The agents current assignments can be checked using the Engagement Dashboards.

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Checking Assigned Cases

1. Add a new column to the dashboard and search for Case Management.

2. Click Search for viewing the cases assigned to any user in the platform.

3. Enter the name of the column and type the name of the agent in the Cases Assigned To field. This will preview all the cases assigned to the agent on the right pane. Click Create Column.

Checking Assigned Messages​

1. Search for Workflow and click on the Workflow icon.

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2. Click All Messages for viewing the messages assigned to any user in the platform.

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3. Enter the name of the column and type the name of the agent in the Assigned To field. This will preview all the messages assigned to the agent on the right pane. Click Create Column.

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Checking Assigned Tasks

1. Search for tasks and click on the Tasks icon.

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2. Click All Tasks for viewing the tasks assigned to any user in the platform.

3. Enter the name of the column and type the name of the agent in the Assigned To field. This will preview all the tasks assigned to the agent on the right pane. Click Create Column.

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The skills tagged with an existing case can be checked using the care reporting module. Create a reporting dashboard and create a widget as follows :

1. Add the following columns in the widget :

• Case/Case Number

• Agent

• User Assign Time (Group By) - Time when the case was assigned to agent.

• ActionTime (Group By) - Time when any action has been taken on the case.

• Case User SLA - Time difference between the case assignment time and case unassignment time for a case.

• Last Work Queue - Work Queue through which the case was assigned to user.

• Required Skills (CF) : This is a custom field which tagged with skills when the skills are tagged to the case.

• User Skill and Proficiency (CSV) : Returns the skills and proficiency assigned to the agent.

• Case Priority Rank : Returns the priority rank of set for the case.​

2. Change the labels of the metrics for better understanding. Click on Update widget.

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3. The widget is plotted in the dashboard.

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1. Navigate to Agents Tab in Unified Routing. Here you can switch between the list of Agents or User Groups. If you want to update the skills of an agent or couple of agents, then use Agents list. To update skills of multiple agents, click on the checkbox to the left of all the required agents.

If you want to update the skills of an entire User Group, then select User Groups list.

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2. For assigning skills to the Agent/Agent Group, click on three dots beside the agent name and click Edit. In this, you can add a new skill by clicking on Add New Skill to All Agents.

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1. Click on three dots beside any work queue name and click View Details. This will open a third pane on the right with different tabs. Switch to the Messages tab from the navigation pane on the right.

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This section shows all the Messages or Cases that are pending in the queue or assigned to any agent from the queue.

Using the Status filter, you can check the list of current pending and in progress cases in the work queue. To drilldown into case details, double click on the case card.

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Whenever you use last preferred agent in the Rule Engine, the agent in that field is just considered as the highest eligible sticky agent in the sticky log; which contains all the agents that previously handled the case. The highest preference is then given to the last preferred agent and if unavailable other previously engaged agents are looked upon. All the other metrics around how long it waits for these agents to get available, does it breach agent capacity for assignment when available, amongst others are dependent on the stickiness setup outlayed inside the work queue.

Yes, if the preferred agent isn’t in eligible availability status then UR/AE starts to look for other eligible agents without waiting for the preferred agent (given that th agent is not in any of statuses mentioned in "Agent status for stcikiness field" in work queue.

In most scenarios your user might have been manually assigned some messages or tasks instead of cases that were being assigned by set assignment logic. In such scenarios plot a dashboard for messages and tasks assigned to the agent and unassign any such forcibly assigned messages/tasks from the agent to relieve its capacity. Refer this article on how to plot the engagement dashboard.

A. If ‘No Skill Matching’ is selected in work queue, then disregarding the skills tagged to the case, the case can get assigned to an agent with any number or skills (agent could have no skill, 3-4 matching skills or all the 5 skills; it doesn’t matter in this type of assignment.)

B. If ‘All Skill Matching’ or ‘Best Skill Matching’ is selected in work queue, then the agent has to have all the skills tagged to the case with at least the basic level of proficiency set to each skill in the rules, for it to be considered for assignment. 

No, it will not stop assignment of other cases. The other assignments will happen parallelly whilst this case waits for an eligible agent for assignment. 

There is no relation of priorities across work queues, as each work queue is independent. So, use a single work queue with Skill based routing if you want to honour priority across cases.

The system wouldn’t by itself unassign the case from the logged out agent and reassign it to someone but this is although achievable. To achieve the same, we can create logout rules which will unassign all assigned cases to that agent when he/she logs out & send those cases to the awaiting assignment queue. Then it will be sent to the assignment engine and another agent will be assigned for that case.