Agent auto assignment using skills

Agents can be auto assigned based on the skills of an agent, and the skills required to perform the task. Assign skills to an agent user records using Skills > Users.

Auto assignment by skills can be performed in either a task- or request-driven processing environment when the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application.

When a task that includes skills is qualified or marked as Ready for Work, skills of each agent are compared with the skills required to perform the task, and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all the required skills are considered. If no agents possess all the skills required to perform the task, none are auto-assigned.

Skills rating of an agent is calculated as:

Skills_agent/Skills_task

When:
  • Skills_agent is the number of skills possessed by the agent that match the skills required for the task.
  • Skills_task is the total number of skills required for the task.
For example, if a task requires four skills, and Agent A possesses three of them and Agent B possesses two of them:
  • Skill rating of Agent A = 3/4 or 0.75
  • Skill rating of Agent B = 2/4 or 0.5

If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria for details.