If you have agents working inbound across multiple queues, you may not want all agents to serve all queues. Certain agents may lack fluency in a particular language, or the necessary specialist knowledge to answer technical questions. In cases like this, you can use skills to determine which agents can serve which queues.
LeadDesk lets you define the skills appropriate to your needs. Those skills can then be allocated to the relevant agents. When you create your queues, you can define which skills are needed to serve that queue, and see which agents qualify.
Skills in practice
As an example, say you provide customer service across the Nordics, and have separate queues in LeadDesk to handle calls from Norway, Sweden and Finland.
- You could define three skills: Norwegian, Swedish and Finnish.
- For each queue you could define which skill is needed.
- For each agent you can allocate them the skills for the languages they speak.
When a call comes in to the Swedish service line, it will only be offered to an agent with the Swedish skill.
When allocating skills to an agent, you can assign a number of points in that skill from 1 to 10. This does not determine whether an agent can serve a queue or not, but it does help prioritise which agents are offered calls or messages.
If two agents are available when a new call comes in, it will always be offered first to whichever agent has more points in the skills relevant to that queue.
For more information about creating skills and allocating them to agents, see Defining agent skills for Omni.