Skills Routing allows you to automatically direct incoming calls to the most qualified agents based on their specific expertise. In this guide, you’ll learn how to create, manage, and implement skills routing directly within your IVR setup.

Set up and Manage Skills Routing

1. Create a user skill

Start by setting up new skills and assigning them to the relevant team members.

1. Go to the Users section from your dashboard.

2. Click on User skills.

3. Click on Create skill.

4. Write the name of your skill and click on the checkmark.

5. Click on Manage users to add the users or groups that will have this competence.

6. Click on Save.

You can easily update your skills, remove users, or adjust configurations

• Click on the arrow to expand the skill details.

• Click on the trash can icon to delete a user.

• Click on the three dots to duplicate or delete the skill entirely.

2. Manage existing skills

1. Go to the user's account parameters.

2. Click on Edit.

3. Scroll down to the Skills section to manage them by adding, deleting, or navigating to the main skills page.

3. Configure skills routing in your IVR

Apply your newly created skills to your call forwarding rules.

1. Go to the IVR section.

2. Create a new IVR or select an existing one.

3. Click on Configure.

4. Go to Call forwarding and choose Cascading.

5. Select the required skills.

Check the box "Ring only agents with selected skills"—this ensures that only the agents with the matching skills will receive these specific calls.

🎉 You now know how to configure skills routing and can ensure every call is handled by the right expert!