Determine required skills
The required skill for a particular call can be determined manually, through an IVR, or automatically based on caller or customer data. These are then matched to the skills of the contact center users and the call is assigned to an available user.
Team managers define skill categories and assign each contact center user the according skills. Skill categories can be freely defined. Typically, they are used for language ability, or product knowledge.
The according skills can be broken down into as many or as few levels as desired. This could be Novice, Junior, Specialist, and Expert.
The distribution profile defines what skills with what level are searched for at every point in time. It acts like a filter to select (available) users for call distribution. For example, within the first 20 seconds only experts in English will be considered to take on an English-speaking customer. However, it the caller is still in the queue after 20 seconds, an intermediate level English speaker will also be considered.