Multiple Skill Groups

Skill-based call routing can account for multiple skills within the same Call Flows node. There are several scenarios to consider when implementing multiple skill assignments:

• A call with no skill groups configured is the default behavior and will offer to available agents according to ring group configuration.
• A call with a single skill group configured and a skill finds a match in the associated skill group will offer only to the agents who have the required skill.
• A call with a single skill group configured but the value in the mapped field is null, invalid, or does not match a skill in the skill group will be considered unskilled and follow the default behavior. For example, if the Language skill group has Spanish and English skills but the mapped field on the caller's record is Ukrainian, it does not match a skill in the skill group and the call will follow default behavior.
• A call with multiple skill groups configured and all skills find a match in the associated skill groups will offer only to the agents who have all of the required skills.
• A call with multiple skill groups configured and all skills find a match in the associated skill groups when there are no available agents who have all of the required skills will not offer to any agents.
• A call with multiple skill groups configured but only one of the skills finds a match in the associated skill groups will offer based on the skill that does match; the unmatched skill is ignored and will not impact call delivery. For example, both Language and State are configured as skill groups, but the Language skill on the caller's record does not find a match in the Language skill group.  The Language skill requirement will be ignored, and the call will be delivered based on the matching State skill requirement.

Note: *Multi Skilled matched calls will not offer if there are no multi skilled agents available to take the call.