[MUSIC].
>> In the customer service center,
agents have different
skill sets and abilities.
The customers who reach out to
the contact center might
have different needs.
In Dynamics 365 Omnichannel
for Customer Service,
skill-based routing let's your
customer service center distribute
work items to the agent who is
best able to resolve the issue.
The two skill matching strategies for
a workstream are exact-skill
matching and closest-skill matching.
When the contact
center needs to assign
an incoming conversation to an agent,
only if all the skills are
matched along with proficiency,
then use exact match.
If the need is to first find an
agent with all the skills matched,
followed by a partial skill
match, and if not found,
assign to the best possible
agent then use closest match.
Let's look at the exact
match scenario in action.
A customer is having issues with
his printer and is looking for
help on the Spanish portal.
The chat widget is
configured to use Spanish.
So the skills required for this
conversation are Spanish and
printer with a required proficiency
of five each on a scale of 1-5.
Skills are attached to
this conversation based on
skill attachment roles defined as
part of the workstream configuration.
David is the agent who
should be assigned
this conversation as he is the one
with matching skills and proficiency.
Let's look at the demo.
Three agents: Nancy, David,
and Catherine are available and have
capacity to take an
incoming conversation.
The customer initiates a
chat from the Spanish portal
and chooses "Impresora,"
or printer in English.
The conversation is routed to
the designated queue where all
three agents are available.
The case gets assigned to
David as he is the only
one in this queue with both
of the required skills,
Spanish and printer, and also
the matching proficiency.
The agent can view the
skills attached to
the conversation in the
conversation summary.
Now, for the same queue,
let's look at the best match
or a closest match scenario.
A customer is having
issues with billing and
initiates a chat from
the returns page.
So the skills required for this
conversation are billing and returns,
with a required proficiency of
three each on a scale of 1-5.
Skills are attached to
this conversation based on
skill attachment roles defined as
part of the workstream configuration.
Catherine will be
assigned the conversation
even though she does not have
the required proficiency
for returns as she is
the best matching agent in the
queue for the conversation.
Let's look at the demo using
the same queue and the same
set of available agents.
The customer initiates a chat from
the returns page and chooses
"Billing" as the issue.
The conversation gets
assigned to Catherine.
Lets say both Catherine
and Nancy are offline,
then David will be assigned
the conversation even
though he doesn't
have matching skills but it's
still the best available agent.
[MUSIC].
