Team and skills-based routing in Sparkcentral

With team and skills-based routing, you can streamline your conversations by directing customers to the agent that’s 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.

Routing options include:

  • Routing to teams
  • Routing to external partners
  • Reporting per team

Key features

  • Admin assignment of topics, customer segments, channels, and teams
  • Team-based reporting
  • Agent assignment of conversations to individual users and teams

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Set up a team with routing

To set up a team with skills-based routing:

  1. On the Settings tab, expand Agents & Teams, select Teams, and then select Add Team.
  2. Enter a name for the team.
  3. Toggle on Enable Skills-Based Routing.
  4. Toggle Topic skills on or off:
    • Enabled: Topics you select will be used to route conversations to this team.
    • Disabled: Topic skills will not be used for routing.
  5. Toggle Customer Segment Skills on or off:
    • Enabled: Customer segments you select will be used to route conversations to this team.
    • Disabled: Customer segments will not be used for routing.

      Routing rules work as follows:

      • 1 topic and 1 customer segment: Both the topic and the customer segment must be applied to the conversation to route to that team.
      • Multiple topics and 1 customer segment: At least 1 of the selected topics and the customer segment must be applied to the conversation to route to that team.
      • 1 topic and multiple customer segments: At least 1 of the selected customer segments and the topic must be applied to the conversation to route to that team.
      • Multiple topics and multiple customer segments: At least 1 of the selected topics and at least 1 of the selected customer segments must be applied to the conversation to route to that team.
      Note: If you enable Topic Skills or Customer Segment Skills, you must always select at least 1 topic or 1 customer segment, or you will not be able to save the team.
  6. Toggle Conversations Without Routing Definition on if you want to make sure that conversations that are not routed to any team are not lost and are still visible to the teams that have this option enabled.
  7. Set Queue Overview options to control the types of changes agents can make to filter settings.
    • Use the active channels filter: Allows agents to select or deselect channels they have access to. If this check box is cleared, all channels are active.
    • Use any of the queue filters: Allows agents to use any of the queue filters. If this check box is cleared, the default filter settings are used and agents can see all unowned and owned conversations. Conversations owned by other team members are not visible.
    • Change the sorting order of the queue: Allows agents to change the sort order of conversations in the queue. You can also choose a default sort order.

Assign channels and members

After creating and saving a team, the Channel Access and Members sections appear.

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Add your team to any channel by toggling Access on under Channel Access.

  • A team can have access to multiple channels.
  • Channels can be assigned to multiple teams.

Add members to your team by toggling Access on under Members.

  • A team consists of 1 or more members.
  • A user can be a member of more than one team.

You can assign members one of the following roles:

  • Viewer - Can see all conversations routed to that team but cannot respond
  • Contributor - Can respond to conversations
  • Supervisor - Can respond to conversations and has access to the team report

Edit user access

You can edit a user's account to assign either channel-based access or team membership. On the Settings tab, expand Agents, and then select the Edit icon next to a user.

  • Channel-based access: “Team-less” users with channel access permissions.
  • Team membership: Members belong to a team and have access to the team’s channels.

Changing from channel-based access to team membership:

  • Channel settings will be retained, so if you switch back to channel-based access, the channel configuration for that user happen automatically.
  • Members lose ownership of any conversations.

Changing from team membership to channel-based access:

  • Team settings are not retained.
  • Members lose ownership of any conversations.

Routing: configuration examples

Example 1

The team Account Management should only be able to see conversations about billing, and only for customers with a Golden status. The team should also see conversations that are not skills-based:

routing_config_example_1.png

Example 2

My Team Technical Support should only be able to see conversations about technical issues:

routing_config_example_1.png

Example 3

The Dispatching team should be able to see all conversations that are not routed to any other team. The team will manually dispatch the conversation through manual topic application.

routing_config_example_3.png

Example 4

The team Elite Customers should only see conversations from customers with a Golden or Silver status:

routing_config_example_4.png