Skills Routing Algorithms

The tables below are provided to help you understand how routing works in various configurations.

Simple Skills Routing

In this scenario:

  • Skills are configured as a list.
  • Each representative is assigned one or more skills.
  • Each session is assigned one skill.
  • Sessions can be routed to any representative with the matching skill.

Given the following skills configuration:

Root Skill Representative 1 Representative 2 Representative 3
Antivirus More preferred More preferred  
Linux   More preferred  
MS Office      

Sessions will be routed in the following manner:

Session Skills Route to Representative(s)
Antivirus 1 or 2, whichever is least busy.
Linux 2
MS Office Any, whichever is least busy.

Tiered Skills Routing

In this scenario:

  • Skills are configured as a tree.
  • Each representative is assigned one or more skills.
  • Each session is assigned one skill.
  • Sessions can be routed to any representative with the matching skill or one of its parent skills.

Given the following skills configuration:

Root Skill Child Skill Representative 1 Representative 2 Representative 3
Antivirus   More preferred    
  Bitdefender More preferred    
  McAfee More preferred   More preferred
  Norton More preferred    
Linux        
  Ubuntu   More preferred  
  Red Hat     More preferred
  Fedora More preferred    
MS Office     More preferred  
  Outlook   More preferred More preferred
  Excel   More preferred  

Sessions will be routed in the following manner:

Session Skills Route to Representative(s)
Antivirus 1
Bitdefender 1
McAfee 1 or 3, whichever is least busy
Norton 1
Linux Any, whichever is least busy
Ubuntu 2
Red Hat 3
Fedora 1
MS Office 2
Outlook 2 or 3, whichever is least busy
Excel 2

Preference Skills Routing

In this scenario:

  • Skills are configured as a tree.
  • Each representative is assigned one or more skills as "More Preferred" or "Less Preferred".
  • Each session is assigned one skill.
  • Routing rules:
    • Try to route to a representative who is "More Preferred."
    • If no representatives are found, try to route to a representative who is "Less Preferred."

Given the following skills configuration:

Root Skill Child Skill Representative 1 Representative 2 Representative 3
Antivirus   More preferred    
  Bitdefender Less preferred    
  McAfee Less preferred   More preferred
  Norton Less preferred    
Linux        
  Ubuntu   More preferred  
  Red Hat     More preferred
  Fedora More preferred    
MS Office     More preferred  
  Outlook   More preferred More preferred
  Excel   More preferred  

Sessions will be routed in the following manner:

Session Skills Route to Representative(s)
Antivirus 1
Bitdefender 1
McAfee 3
Norton 1
Linux Any, whichever is least busy
Ubuntu 2
Red Hat 3
Fedora 1
MS Office 2
Outlook 2 or 3, whichever is least busy
Excel 2

Simple Multi-Skills Routing

In this scenario:

  • Skills are configured as a list.
  • Each representative is assigned one or more skills.
  • Each session is assigned one or more skills.
  • Sessions are routed using "skill peeling" logic:
    • Try to route to a representative who has all skills assigned to the session.
    • If no representatives are found, peel away the lowest ranking skill from the session and search again.
    • Continue peeling skills until no skills remain or a representative is found.

Given the following skills configuration:

Skill Representative 1 Representative 2 Representative 3
Antivirus More preferred More preferred  
Linux   More preferred More preferred
MS Office      

Sessions will be routed in the following manner:

Session Skills Route to Representative(s) Logic
Antivirus 1 or 2, whichever is least busy. Representatives 1 and 2 both have the "Antivirus" skill.
Antivirus, Linux 2 Only Representative 2 has both preferred skills; if Representative 2 is unavailable, the Linux skill is.peeled away and the session will be routed to Representative 1.
Linux 2 or 3, whichever is least busy. Representatives 2 and 3 both have the "Linux" skill.
MS Office Any, whichever is least busy. No representatives have the "MS Office" skill. Fall back to the least busy representative.
Antivirus, Linux, MS Office 2 No representatives have the "MS Office" skill. Peel away "MS Office", the lowest ranking skill. Only Representative 2 has both remaining skills.

Tiered Multi-Skills Routing

In this scenario:

  • Skills are configured as a tree.
  • Each representative is assigned one or more skills.
  • Each session is assigned one or more skills.
  • Sessions are routed using "AND" logic for skills with different rankings and with "OR" logic for skills with the same ranking.

Given the following skills configuration:

Root Skill Child Skill Skill Priority Representative 1 Representative 2 Representative 3
Antivirus   1 More preferred    
  Bitdefender 1 More preferred More preferred  
  McAfee 1 More preferred   More preferred
  Norton 1 More preferred    
Linux   2      
  Ubuntu 2   More preferred  
  Red Hat 2     More preferred
  Fedora 2 More preferred    
MS Office   3   More preferred  
  Outlook 3   More preferred More preferred
  Excel 3   More preferred  

Sessions will be routed in the following manner:

Session Skills Route to Representative(s) Logic
Antivirus 1 Only Representative 1 has the "Antivirus" skill.
Bitdefender 1 or 2, whichever is least busy Representatives 1 and 2 both have the "Bitdefender" skill.
McAfee 1 or 3, whichever is least busy Representatives 1 and 3 both have the "McAfee" skill.
Norton 1 Only Representative 1 has the "Norton" skill.
Antivirus, Bitdefender 1 or 2, whichever is least busy Find representatives with either "Antivirus" OR "Bitdefender". Representatives 1 and 2 both have at least one of these skills.marked as "More Preferred".
Antivirus, McAfee 1 or 3, whichever is least busy Find representatives with either "Antivirus" OR "McAfee". Representatives 1 and 3 both have at least one of these skills.
Bitdefender, McAfee Any, whichever is least busy Find representatives with either "Bitdefender" OR "McAfee". All representatives have at least one of these skills.
Linux Any, whichever is least busy No representatives have the "Linux" skill. Fall back to the least busy representative.
Ubuntu 2 Only Representative 2 has the "Ubuntu" skill.
Red Hat 3 Only Representative 3 has the "Red Hat" skill.
Fedora 1 Only Representative 1 has the "Fedora" skill.
Linux, Ubuntu 2 Find representatives with either "Linux" OR "Ubuntu". Only Representative 2 has the "Ubuntu" skill. No representatives have the "Linux" skill.
Ubuntu, Fedora 1 or 2, whichever is least busy Find representatives with either "Ubuntu" OR "Fedora". Representatives 1 and 2 both have at least one of these skills.
MS Office 2 Only Representative 2 has the "MS Office" skill.
Outlook 2 or 3, whichever is least busy Representatives 2 and 3 both have the "Outlook" skill.
Excel 2 Only Representative 2 has the "Excel" skill.
MS Office, Outlook, Excel 2 or 3, whichever is least busy Find representatives with either "MS Office", "Outlook", OR "Excel". Representatives 2 and 3 both have at least one of these skills.
Antivirus, MS Office 1 Find representatives with "Antivirus" AND "MS Office". No representatives have both skills. Peel away "MS Office", the lowest priority skill. Only Representative 1 has the "Antivirus" skill.
Antivirus, Excel 1 Find representatives with "Antivirus" AND "Excel". No representatives have both skills. Peel away "Excel", the lowest priority skill. Only Representative 1 has the "Antivirus" skill.
McAfee, Outlook 3 Find representatives with "McAfee" AND "Outlook". Only Representative 3 has both skills.
Bitdefender, Norton, Outlook 2 Find representatives with ("Bitdefender" OR "Norton") AND "Outlook". Representatives 1 and 2 both have either the "Bitdefender" or the "Norton" skill. Of these two, only Representative 2 also has the "Outlook" skill.
Bitdefender, McAfee, Outlook 2 or 3, whichever is least busy Find representatives with ("Bitdefender" OR "McAfee") AND "Outlook". All representatives have either the "Bitdefender" or the "McAfee" skill. Only Representatives 2 and 3 also have the "Outlook" skill.

Preference Multi-Skills Routing

In this scenario:

  • Skills are configured as a tree.
  • Each representative is assigned one or more skills as "More Preferred" or "Less Preferred".
  • Each session is assigned one or more skills.
  • Routing rules:
    • Sessions are routed using "AND" logic for skills with different priorities and with "OR" logic for skills with the same ranking.
    • Try to route to a representative who is "More Preferred" for the desired skills using "AND" and "OR" logic.
    • If no representatives are found, try to route to a representative who has all of the desired skills but is "Less Preferred" for the lowest priority skill.
    • If no representatives are found, continue iterating through the desired skills until all skills have been searched for using a "Less Preferred" skill level.
    • After all preferences levels are exhausted, peel away the lowest priority skill from the session.
    • After each peel, iterate through all preference levels for the remaining skills, starting with "More Preferred".

Given the following skills configuration:

Root Skill Child Skill Representative 1 Representative 2 Representative 3
Antivirus   More preferred    
  Bitdefender Less preferred    
  McAfee Less preferred   More preferred
  Norton Less preferred More preferred More preferred
Linux        
  Ubuntu   More preferred  
  Red Hat More preferred   More preferred
  Fedora      
MS Office     More preferred More preferred
  Outlook   More preferred More preferred
  Excel More preferred More preferred Less preferred

Sessions will be routed in the following manner:

Example 1:

  • Session skills: Antivirus, Linux
  • Route to representative: 1
Step Desired Skills Logic
1 Antivirus, Linux Find representatives with "Anti-Virus" AND "Linux" as "More Preferred" skills. No representatives have both skills at that preference level.
2 Because "Antivirus" and "Linux" are root skills, they cannot be assigned to a representative as "Less Preferred". Peel away "Linux", the lowest ranking skill.
3 Antivirus Find representatives with "Antivirus" as a "More Preferred" skill. Only Representative 1 is "More Preferred" for the "Antivirus" skill.

Example 2:

  • Session skills: Antivirus, McAfee
  • Route to representative: 1 or 3
Step Desired Skills Logic
1 Antivirus, McAfee Find representatives with "Anti-Virus" OR "McAfee" as a "More Preferred" skill. Representatives 1 and 3 both have at least one of these skills at the "More Preferred" level.

Example 3:

  • Session skills: Bitdefender, Norton, Fedora
  • Route to representative: 3
Step Desired Skills Logic
1 Bitdefender (More), Norton (More), Fedora (More) Find representatives with ("Bitdefender" OR "Norton) AND "Fedora" as "More Preferred" skills. No representatives satisfy those conditions.
2 Bitdefender (More), Norton (More), Fedora (Less) Find representatives with "Bitdefender" OR "Norton" as a "More Preferred" skill AND "Fedora" as a "Less Preferred" skill. No representatives satisfy those conditions.
3 Bitdefender (Less), Norton (Less), Fedora (More) Find representatives with "Bitdefender" OR "Norton" as a "Less Preferred" skill AND "Fedora" as a "More Preferred" skill. No representatives satisfy those conditions.
4 Bitdefender (Less), Norton (Less), Fedora (Less) Find representatives with ("Bitdefender" OR "Norton") AND "Fedora" as "Less Preferred" skills. No representatives satisfy those conditions.
5 Peel away "Fedora", the lowest ranking skill.
6 Bitdefender (More), Norton (More) Find representatives with "Bitdefender" OR "Norton" as a "More Preferred" skill. Representative 3 is "More Preferred" for the "Norton" skill.