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  • 1.  Outbound Campaign with Skills and Star Rating

    Posted 02-24-2026 18:57

    Hello,

    Building and testing a campaign that relies on agents have skills, and importantly, takes their star rating into consideration.

    2 campaigns, each with a different skill, each uses a shared queue. Agents have either 0 or 5 stars for each skill. The routing method on the queue is Best Available Skills. Dynamic sorting by Skill column is turned on.

    Agents then take Preview campaign calls from each campaign - but the problem is that the star ratings are not having any effect. Agents are taking calls from both campaigns in random order - where they should be getting their 5 start skill type first, before moving onto lower star rating skill types.

    Any ideas?

    Thanks!


    #Outbound

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    Will Bellerby
    CX Consultant
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  • 2.  RE: Outbound Campaign with Skills and Star Rating
    Best Answer

    Posted 02-25-2026 08:21
    Hello Will, 
    Best available skills routing method is designed for inbound interactions where the system pushes interactions to agents. A general break down of how this works the acd evaluates the top 100 agents with the longest idle time, it then calculates each agents average skill rating across the required skills and finally it assigns the interaction to the agent with the average skill proficiency. 
     
    However in a Preview mode campaign agents essentially pull interactions from the queue rather than having them pushed by acd routing logic. When an agent completes a preview interaction and becomes available, they receive the next available preview interaction from the campaign they're assigned to, but this doesn't go through the same acd routing evaluation that considers skill proficiency ratings. 
     
    So what's happening in your scenario is that the agents are simply receiving the next available preview record from either campaign when they're available, regardless of their skill ratings. 
     
    Skills based dialing campaigns have to use the All Skills Matching as the evaluation method. This is a requirement for skills-based outbound campaigns. 
    "For the queue used by the skills-based dialing campaign, All skills matching must be enabled as the Evaluation Method under the Routing tab in the Queue configuration menu". 
     
    Hope this helps. 


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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Outbound Campaign with Skills and Star Rating

    Posted 02-25-2026 16:03

    Best person in PS EMEA to reach out to on this subject would be @Jonathan Wilford

    Hope this helps



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    Paul Akister
    Senior Program Manager
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