Focus Your Resources: Get Your Customers to the Right Team with the Right Skills

10 Minute Read

Once you've got your Oracle Live Experience users and teams set up (as described in Hands On: Managing Users and Teams), you'll want to start refining the flow of your customer engagements using skills and routing rules.

Skills are tags that you can add to your associates along with a numeric indicator of competence. For instance you might create a skill, German Speaking. You can then assign that skill to an associate and indicated the associates relative skill level.

Description of sklrte-skills-over.png follows
Description of the illustration ''sklrte-skills-over.png''

In the case of the Skill Value, a higher number represents higher skill.

With skills and skill levels assigned to your users and your users assigned to teams, you can then reference both teams and skills in routing rules:

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Description of the illustration ''sklrte-rules-over.png''

In the next sections, we'll dig into skills and routing rules and show you how easy it is to get your customers to the most qualified associates, thus ensuring frictionless engagements.

Associate Skills: Fine-tuning Your Associates

If you deal with engagements that might require specific domain expertise, for instance Linux troubleshooting, insurance law, diesel engine maintenance, library science, etc. you can create and assign skills to individual associates along with an associated skill level.

You can then associate those skills with particular teams, and, when routing an engagement to a team that has preferred skills attached, Live Experience will send the engagement to an associates with the highest available skill level.

Hands On: Creating and Assigning Skills

We'll start with creating skills and then show you how to assign skills to users.

To create a new skill:

  1. Open the Live Experience Admin Console. Go to either:

    • https://live.oraclecloud.com/ui?tenant=your_tenant_name

      or, for EMEA customers

    • https://emea.live.oraclecloud.com/ui?tenant=your_tenant_name

  2. From the navigation menu, select Settings, then select the Skills tab, and then select Add New Skill.

    Description of sklrte-nav-skills.png follows
    Description of the illustration ''sklrte-nav-skills.png''

  3. In the Add Skill dialog box, enter a name for the skill and click Add Skill.

Add as many skills as you like.

Once you've created some skills, you can assign them to users and choose a skill level:

  1. From the Admin Console navigation menu, select Users and then select the Users tab.

  2. Find the user to whom you want to add the new skill. Click the pencil icon for that user.

    The Edit User page appears.

  3. Click Add New Skill.

    Description of sklrte-edit-user-add.png follows
    Description of the illustration ''sklrte-edit-user-add.png''

  4. A new skill is added to the user's profile. By default, the first alphabetical skill is added. Change the skill to the desired one and choose a skill level from 1 to 10 where a lower value corresponds to a lower level of skill.

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    Description of the illustration ''sklrte-skill-val.png''

Getting Customers to the Right Associates on the Right Teams: Routing Rules

Now that you've got your users, teams, and skills created, and you've assigned skills to users, along with skill levels you can create routing rules.

A Live Experience routing rule comprises the following parts:

  • A name for the rule

  • Optional conditions for when the rule should apply based on context attributes

  • A team to which the rule will route engagements

  • A list of optional preferred skills the rule will favor when deciding which associate should handle the engagement

When an engagement enters the Live Experience queue, a routing rule processes it in the following manner:

  1. The routing rule checks the context attributes associated with the incoming engagement and checks any rule conditions to see if it should apply itself to the engagement.

  2. If the rule conditions are met (i.e. return true), the routing rule sends the engagement to the associated team.

  3. If any preferred skills are configured for the routing rule, the rule assigns the engagement to the associate with the highest skill level.

Routing Rule Conditions

Live Experience routing rules let you set flexible conditions on whether or not the rule should apply to a particular incoming engagement. For example, you can check an incoming engagement and see if the Location context attribute is equal to Paris France. You can then route that engagement to a team of associates tagged with a French Language skill that you've also configured. You can use multiple conditions to handle even more complex routing tasks, but, as always, you should keep your routing conditions as simple as possible for the job at hand.

For complete details on rule conditions, see Hands on: Creating a New Engagement Scenario Rule. Note that when that procedure refers to Engagement Scenarios, you can simply substitute Routing Rules. The principles are exactly the same.

In Detail: Associate Skill Levels and Routing Rules

The way skill based routing works is simple: If you've got three associates with a particular skill, say one at skill level 7, one at skill level 5 and one at skill level 2, and you've got a routing rule tagged with that particular skill, the routing rule will prefer the highest skill level. If the highest skill level is engaged, the routing rule will continue down the list, again preferring the highest skill level available. If no associates tagged with that skill are available, the routing rule place the customer in the general queue, and their call will be answered by any other available associate.

Hands On: Creating a Routing Rule

To create a new routing rule:

  1. Open the Live Experience Admin Console. Go to either:

    • https://live.oraclecloud.com/ui?tenant=your_tenant_name

      or, for EMEA customers

    • https://emea.live.oraclecloud.com/ui?tenant=your_tenant_name

  2. From the navigation menu, select Settings, then select the Routing Rules tab, then select Add New Routing Rule.

    Description of sklrte-rr-nav.png follows
    Description of the illustration ''sklrte-rr-nav.png''

    The New Rule dialog appears.

    Description of sklrte-rr-new-dlg.png follows
    Description of the illustration ''sklrte-rr-new-dlg.png''

  3. Enter a Name for the new routing rule.

  4. Click Add Conditions to add any conditions you'd like for the routing rule.

    See Hands on: Creating a New Engagement Scenario Rule for more information. (When that procedure refers to Engagement Scenarios, you can simply substitute Routing Rules. The principles are exactly the same.)

  5. Choose the Team to which you'd like the routing rule to send engagements.

  6. Add skills if you want the routing rule to attempt to route engagements to specific associates on the team. Select Add New Skill.

    If you specify multiple preferred skills, the routing rule will prioritize finding an associate with the first skill in the list. If an associate with that skill isn't found it'll look for an associate with the next skill in the list and so on. You can rearrange the order of the skills by dragging and dropping them.

  7. Once you've got your routing rule configured to your liking, click Save:

    Your routing rule shows up in the list of routing rules.

Note:

The order of routing rules in the routing rule lists matters. If a rule is at the top of the list and it has no rule conditions associated with it, then it'll process every engagement. As with engagement scenarios, you'll want to keep your most specific routing rules at the top and less specific routing rules at the bottom.

For a detailed discussion of precedence and how it applies to rule conditions, see Choose the Priority of Your Engagement Scenarios. While that section refers to engagement scenarios, it's applicable to routing rules as well.

Related Topics

Manage Routing Rules

Hands On: Managing Users and Teams

Live Experience Engagement Scenarios: Choosing the Right Digital Channels for the Job

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