Skill-based routers assign records to users according to their skills. You can define any number of skills (e.g. language, product knowledge, service tier, certifications, industry knowledge, etc.) to ensure that records are always assigned to the most qualified user.
Here are some common use cases for skill-based routers:
- Assigning Leads or Cases to reps based on their language abilities.
- Assigning Cases to agents based on service tier.
- Assigning Leads to sales reps based on industry and/or product knowledge.
See our skill-based assignment feature page for more information.
You’ll need to define skills before they can be used to assign records. See Creating Skills for step-by-step instructions on how to create skills.
You will then need to map skills to each object you’d like to assign. See Mapping Skills for step-by-step instructions.
Next you’ll need to assign each skill to one or more users. See Assigning Skills for step-by-step instructions.
Create New Router
In the previous steps we created skills and assigned them to users. However, records will not be assigned based on these skills until you’ve created a skill-based router. Let’s step through the process of creating a skill-based router together:
- Select Kubaru from the App Launcher menu.
- Click the Kubaru Console tab (if not already selected).
- Click the New Router button.
- Enter a name for your router (e.g. “Support Cases”).
- Select “Skill-Based Assignment” as the Assignment Method.
- Indicate how records should be assigned when multiple users qualify for assignment:
- Round Robin: records will be assigned to the user that’s gone the longest without an assignment.
- Load Balance: records will be assigned to the user with the lowest workload.
- Select the Object that you’d like to assign (e.g. “Case”).
- Select the Assignee Field that to update. This will default to the Owner Id–but you can choose any user lookup field for assignment. See Assignee Field for more info.
- Select the Priority for your router. See the Prioritizing Your Router article for more information.
- (Optional) the following additional settings can be modified for skill-based routers:
|You can disable email, mobile, and/or desktop notifications for the router. See Assignment Notifications for more information.
|Select a distribution schedule to pause the router during non-working hours. See Distribution Schedules for more information.
|Select a holiday schedule if you want to pause the router on holidays. See Holiday Schedules for more information.
|Decide what happens with records that can’t be assigned by the router. See Overflow Behavior for more information.
|Overflow Wait Time
|Determines how long the router will wait for a user with the necessary skills to become available before Overflow Behavior takes effect. Note: this setting will be hidden if the Overflow Behavior is set to “Stop Evaluation”.
|Notify of Unworked Records
|Designate one or more email addresses to notify if records go unworked for X minutes. See Unworked Record Notifications for more information.
|Reassign Unworked Records
|Reassign records that go unworked for X minutes to a user or queue. See Reassignment for more information.
|Track Response Time
|Track the number of minutes it takes users to respond to records for reporting purposes. See Tracking Response Time for more information.
|Notify of Delayed Assignments
|Designate one or more email addresses to notify if pending assignments are waiting too long for members with relevant skills to become available. See Delayed Assignment Notifications for more information.
|Enable Assignment Matching
|Configure settings to ensure similar records are assigned to the same user. See Assignment Matching for more information.
- Click Save. Note: your router is not active yet–you still need to complete some additional steps before it will assign records.
Routers assign records from your queues to users. You’ll need to connect at least one queue before you can activate your router. See the Connecting Queue(s) article for step-by-step instructions for creating and connecting queues.
Filters can be added to limit which records from your connected queue(s) get assigned. See the Adding Filters article for step-by-step instructions for adding filters.
Next you’ll choose the skills that you want to include in your router. It’s possible to select both skills (e.g. Spanish) and skill groups (e.g. Language). Selecting a skill group will automatically include all active skills within that group.
Marking a skill or skill group as Required will ensure that records will only be assigned to users that have the required skill(s). Optional skills (i.e. those not marked as required) will be disregarded if there are no available users with those skills. A Wait Time can be set for optional skills before they are disregarded.
To add skills to your router:
- Scroll down to the Skills section and click the Manage Skills button.
- In the Select Skills section, select one or more skills and/or skill groups and add them.
- In the Skill Details section, you can configure additional settings for each skill.
Things to keep in mind
You’ll need to add at least one member before you can activate your router. See Adding Members for step-by-step instructions on how to add members.
Test Your Router
Click the Test Router button to see what records qualify to be assigned by your router. Note that this preview does not indicate which skills will be needed for each record. See Testing Your Router for more information.
Activate Your Router
Click the Activate Router button to activate your router. See the Activating Your Router article for more information.