This video, I'm going to go over how to configure a couple elements are pieces of skill based routing and that is skill definitions and scope profiles.
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So, 1st, I'm going to navigate here to the contact center section of control hub.
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I mean, on the overview page on the left hand side, and when to scroll down to the user management section.
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Let's jump right into skill definitions.
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So, scope definitions this is essentially each skill that you might assign an agent, whether it's a customer service skill or, as you can see here.
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Examples of extension language are trained.
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Now, there are 4 different types of skill definitions.
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We have proficiency. It should be on a scale 0 to 10 text is an open ended text value, which I'll show what that looks like.
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Them easier to click in here.
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You can see that the language I can add languages here, Spanish, French, and English.
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And last his training, which is a 1Billion true or false.
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These are straightforward.
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The key is just knowing that what skills are needed, which typically can be.
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Is it a 1 to 1 ratio between.
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Uh, skill based queues and skill definitions.
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So if you have 5 different queues that are completely different, and they're, you're using skill based routing.
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You would need a skill definition typically for each 1 of those queues.
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Come here to scope profiles, going to create a skill profile.
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And, uh, give it a name. And you can see here, I have.
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The section of active skills here are those 4 skills that you saw earlier skill definitions.
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So, for every school profile, you'll see a list of all active skill definitions here.
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And oftentimes are going to be skills that agents don't need.
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They don't have those at all.
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Um, but every single profile bill that has, um.
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Is available so here for us, you have language.
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Recall this is where there are multiple language already what language is already entered.
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And this is where I can select those, so if I can.
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I can't speak French anytime I can speak Spanish.
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So also in Spanish and English, and here for the extension.
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As I mentioned, this is tax, so you can open it and text here.
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Here I'm going to do 1:2:3 4 is my extension.
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my extension This is a common way that we accomplish.
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Um. Extension dialing within Webex contact center is using.
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A skill definition, scope profile like this.
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That's his customer service, which is proficiency.
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And here, as I mentioned, I have a scale of 0 to 10.
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I'll set myself with the 7.
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And then last is trained either.
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True or false? Yes. I'm trained or false.
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I am not. That is it as far as creating the skill definitions in scope profiles.
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Configuring skill based routing inside of the call flow.
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As well as the queue is going to be.
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Effort from this, but just know that this is how to create these entities and then ultimately the scope profiles would then be assigned to the users who will be taking those calls not.
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Is it hope this helps.