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 are 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 are 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 are 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

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 are 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

Example 2:

• Session skills: Antivirus, McAfee
• Route to representative: 1 or 3

Step	Desired Skills	Logic
1	Antivirus, McAfee	Find representatives with "Antivirus" 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.