We have looked at how the Entity Records Channel uses routing and this post will now take it even further and give an introduction on how Skill Based routing works in the Omni Channel Engagement App.
Skill Based routing in Omni Channel Engagement provides companies with the ability to route queries to the most skilled staff members. It is fairly self-explanatory right? You want to get the problem solved and if you can get as much detail as possible from the customer’s initial query and even who the customer is you can use that information to determine what skills could be needed to solve the query, saving everyone involved a great deal of time. It would save the customer time getting to their resolution, which means higher satisfaction rate probability. It would also mean less cost to the company as there would be a reduced need to escalate in second or third line support.
The skill based routing is slightly different, but I would recommend you check out the post on Entity Routing in the previous post as it will give you an introduction on some expected behaviour that sets things up nicely for Skill Based routing
Enabling Skill Based Routing
The first step is to setup the skill for the user which would require a few steps. You don’t NEED to do this and I would recommend when you set this up for demo purposes you don’t so you can understand how the rest of the feature works, then argument it later.
A note on Skill Types. The Skill Type is an Option set and you should review the organisations expected taxonomy before adding to this and overpopulating it.
You can create a rating model and apply it as default but for demo purposes, again, you don’t need to create one as one is already created.
Navigate to the Omni Channel Administration App and and Add the Skill you require e.g. Power Apps (This talk also, you don’t NEED to set this up as lots of skills already exist by default).
Now you need to configure the bookable resource. The important thing here is a User is not a Bookable Resource. A Bookable Resource for Omni Channel Engagement is a user, and are configured on the ‘Users’ form within the Administration App. This is the same type of configuration for those familiar with Field Service.
Now go back to your Skill and add the Bookable resource to your Skill – matching the user with the skill.
Setup the skill routing based on Work-Stream
Now the user is setup, the next step is to modify the Work-stream for the Channel to be configured to pay attention to the skill routing setup.
Open the Work stream and click ‘Skill Attachment Rules’. Select if you want to use Exact Match or Closest Matching. There will be a future blog post about this but for now, review what the differences are beyond assumptions over in the official documentation here.
Once you have done this, set your criteria for the matching and what skill they would need and then save and close.
The last thing you need to do is set up a routing rule for the Queue within the Workstream. Open the Workstream and click on Routing Rules. Routing rules were covered in the previous post when we looked at setting routing rules up for the Entity Channel.
Go ahead and test out the skill routing once you have finished – for a better test I would recommend setting up a few users with different skills and watch them get routed to relevant users based on skill.
The full guide can be found here from the Microsoft Documentation for further detail.