Using Skill-Based Routing in Dynamics 365 Omnichannel

In this post, we will look at how to use skill-based routing in Dynamics 365 Omnichannel.

Let’s go through an example where there are 2 types of agents – Sales agents and Technical agents. An example scenario may be where you are calling your phone company, and you either need to speak to sales about a new phone, or you need to speak to someone technical as you have issues with your phone.

First, let’s head to the Omnichannel Administration app, and go to Skill-Based Routing:

Click to enable it:

Now, we have a default rating model set up, and in this model we see we have minimum and maximum rating values:

Next, we need to set up skills. Under Queues & Users, select Skills:

Let’s create a new skill. I will create one called Sales:

The type can be either a skill or certification. We will select Skill. Note you can extend this by adding to the underlying option set:

Under Agents, let’s assign a new agent and give that agent a rating. To do this, we create a new Bookable Resource Characteristic:

A bookable resource can include the following. We will select Resource Type:

And select the resource then save the record:

Now we can save the Bookable Resource Characteristic:

Now let’s create another Bookable Resource characteristic called Technical, and assign another user, Alan, to the skill:

Next, we need to create rules to attach to the new skills.

Create a new Skill Attachment Rule:

Note we can add conditions to the rule if we like:

We will add a Skill instead:

Here we will create a skill of Technical with Rating value of Proficient:

Back in the Work Stream, we will set this matching logic for the skills to be Exact Match:

Other option would be closest match:

Now let’s look at the overall flow:

1. Chat comes in from a particular chat widget
2. That chat widget uses a particular Work Stream
3. The Work Stream has Skill Attachment Rules, in our case, an exact match on the sales attachment rule
4. Skill Attachment Rules have Skills and Conditions
5. Skills are applied to User Agents through Bookable Resource Characteristics
6. So when a chat is initiated, the skill attachment rule says to only use agents with that skill

In our case, as the chat widget is for Tech skills, the chat is routed to the agent with these skills, in this case, Alan.

ABOUT CARL DE SOUZA

Carl de Souza is a developer and architect focusing on Microsoft Dynamics 365, Power BI, Azure, and AI.

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