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  Article updated: September 13, 2021

Skill set routing in Sparkcentral

With team and skill set routing, admins can streamline conversations by directing customers to the agent or team best equipped to serve them. Agents receive conversations that match their specific skills in their queue, resulting in decreased resolution time, improved efficiency, and higher customer satisfaction.

Skill set configuration supports complex Boolean operators, including AND/OR, Any of, All of, and None of, and multiple rules can be applied to a single skill set. Admins can also add routing rules based on message visibility (public vs. private messaging), and default fallback teams for messages that don’t have a defined skill set configured for routing to a team.

Add a new skill set

  1. On the Settings tab, expand Routing & Automation, and then select Skill Sets.
  2. Select Add skill set.
  3. In the window that appears, add the name for your skill set.
  4. Create a rule or rules for your skill set:
    • For topic configuration, select Topic, select an operator (any of, all of, or none of), and then select a previously defined topic.

      The Add skill set page with the first option expanded and Topic selected

    • To add additional rules, select the + button and create a new rule using any of the following:
      • No topic (no topic defined)
      • Customer segment (select from existing customer segments)
      • No customer segment (no customer segment defined)
      • Visibility (message is public or private)

      The Add skill set page showing a new rule being added, with one customer segment and visibility selected

  5. To combine multiple sets of rules using the and and or operators, select Add filter group.
  6. In the new grouping created beneath the previous set of rules, you can add additional rules.

    The Add skill set page with a filter group added

  7. When the skill set configuration is complete, select Save.

Apply skill sets to teams

Skill sets are enabled by default, but they must be applied to one or more specific teams. When you save a news kill set, a table appears where you can apply it to one or more teams.

The Add skill set page with the Teams table displayed

Configure default fallback teams

You can set a “fallback” team for messages that don’t have a defined skill set configured for routing to a team. This ensures that no messages will be lost or missed if they don’t match a specific automation or routing configuration.

To configure default fallback teams:

  1. On the Settings tab, expand Routing & Automation, and then select Skill Sets.
  2. Select Configure default fallback teams.
  3. In the dialog box that appears, select one or more teams to apply the default fallback to.

    The Configure default fallback teams page

  4. Any teams you select are saved by default, and settings take effect immediately.

To learn more about adding new teams, see Create a team in Sparkcentral.