Skills & Routing Profiles

Routing in Zoom Contact Center is highly flexible, allowing you to match customers with the best available resource based on complexity and priority.

Skills-Based Routing

Skills categorize agent expertise, allowing the system to route interactions to the most qualified person.

Creating Skills

1. Define Skill Type:
   • Proficiency-Based: Rated on a scale of 1-25. Use this for technical expertise or seniority.
   • Text-Based: Non-rated. Use this for language detection or keyword matching.
2. Assign to Agents: Add the skill to individual agent profiles and set their proficiency level (if applicable).

Routing Profiles

Routing Profiles determine the logic used to match consumers to agents within a queue.

Consumer Routing

Determines the order in which customers are served.

• FIFO (First-In, First-Out): The standard model based on arrival time.
• Top Priority: Specific consumers bypass the queue based on attributes defined in the Flow.
• Accumulated Priority: Customers earn “points” the longer they wait, ensuring fairness even when VIPs are present.

Agent Routing

Determines which agent receives the next interaction.

• Proficiency-Based Routing: Prioritizes agents with higher skill ratings (e.g., an agent with level 25 is chosen before one with level 5).
• Text-Based Routing: Matches interactions based on detected keywords or languages without a rating system.

Implementation Guide

1. Create Skills: Establish your proficiency and text-based categories.
2. Update Agent Profiles: Assign the new skills to your workforce.
3. Build Routing Profile: Combine these criteria into a Profile.
4. Apply to Queue: In the Queue settings, select the appropriate Consumer and Agent Routing Profiles.

Caution

Over-relying on Proficiency-Based routing can lead to “Agent Burnout” for your highly-skilled staff. Use Accumulated Priority or Longest Idle distribution to balance the workload across the team.