Workflow Action: Skills

Workflow Action: Skills

Overview

The Skills component works in conjunction with an Enter Queue component.

The Skills component will calculate the skill levels of all users that are specified in the Enter Queue that follows the Skills component.

Based on the skill(s) selected, when the workitem enters the queue, the system will route it to the highest skilled users that are logged in and available.

Configuration Options

Name The name assigned to this component
Description Enter a description for the component
Condition Type If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.
Optional Skills to Have

  • The workitems will be offered to the agent that has the highest value of all skills placed in this section first.
  • Even if the agent does not have the selected skills they can still receive workitems if all other agents are busy.

Mandatory Skills to Have

  • The workitems will be offered to the agent that has the highest value of all skills placed in this section first.
  • If the agent does not have the selected skills they will NOT receive workitems as these skill are mandatory.

Example:

If an Optional skill of Spanish is specified, all agents that are in the Enter Queue component that follows the Skills component will be evaluated for the skill of Spanish. The user with the highest skill level for Spanish will be sent the workitem first.

If however there is a user that does not have the Spanish skill and they are part of the queue, the user will still be offered the workitem if all other agents are currently busy or not logged in.

If a Mandatory skill of Spanish is specified, all agents that are in the Enter Queue component that follows the Skills component will be evaluated for the skill of Spanish. The user with the highest skill level for Spanish will be sent the workitem first.

If there is a user that is part of the queue but does not have the Spanish skill, even if all other agents are currently busy or not logged in, this user will NOT be offered the workitem.

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