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  • 1.  Targeting skills with a certain level

    Posted 07-16-2025 06:06
    No replies, thread closed.

    Hello,

     is it possible from Architect to target a certain skill level when sending the call to ACD queue? Meaning targeting agents which have this skill with 5 stars only?

    Regards,

    Mihai


    #Routing(ACD/IVR)

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    Mihai Vasiloiu
    Tech Lead Customer Interactions
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  • 2.  RE: Targeting skills with a certain level
    Best Answer

    Posted 07-16-2025 06:58
    No replies, thread closed.

    Hello Mihai, 

    Yes I believe it is possible to target agents with specific skill proficiency levels. You will have to use the bullseye routing method. 

    You can create skill expression groups with varying levels of proficiency requirements. The system uses a bullseye approach with up to 6 rings, each ring represents different level of skill requirements. 

    You can configure these rings to start with your highest level skill requirement, which is the 5 stars you mentioned. Then the system will gradually expand to include agents with lower stars if needed. Or you can remove specific skills in outer rings. 

    Some things to note with bullseye routing:

    • The expansion only occurs if no agents with 5 stars are available within the configured time.
    • Preferred agents are always included in the selection pool regardless of skill level

    Hope this helps!

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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