Article #: 4

How To: understand and modify skill routing algorithms

Similar questions: skill routing algorithms, understanding skill routing algorithms, modifying skill routing algorithms, editing skill routing algorithms, understanding and modifying skill routing algorithms

Purpose: To better understand and learn how to modify skill routing algorithms

Steps

1. Web to Xima CCaaS with the URL that has been provided (i.e., example.xima.cloud)
2. At the login screen, enter Username and Password and hit Login
3. Along the left-hand side in the navigation pane, select Contact Center Configuration > Skill Management
4. A new window called Skill Management will appear. For each skill, there will be a settings button above their name (three dots button). Click the settings button.
5. A new window called Skill Definition will appear. Go to the Routing Algorithm metric, which is under the Voice Settings, and click the dropdown arrow.
6. Select the routing algorithm you would like for that skill. We offer five different routing algorithms for you to choose from.
   a. Most Idle: Calls are presented to the Agent who has been idle the longest.
   b. Circular: Calls are presented to Agents in a circular manner.
   c. Linear: Calls are presented to a list of Agents from top to bottom, depending on the skillset.
   d. Intelligent Highest Skill First: This routing algorithm is similar to Linear in that skill levels are considered first. However, it also takes into account the cumulative score of agents across all skills. If an agent is a part of multiple skills, their skill levels are added together. The call is presented to the agent with the highest skill level in this skill, but the lowest cumulative score across all skills. If agents are equal in their cumulative scores, the tiebreaker is most idle. If all top-tier agents are occupied, the system trickles down to the next skill level and repeats the same logic. Each new call starts at the top. e. No Routing: This routing algorithm is reserved for IVRs and will not automatically route to any agents until a menu selection is made.

Please note that this feature is per skill, so you can use different algorithms in different skills.

Once you’ve selected which routing algorithm you would like, click OK and then click Save.