Partners Blog Contact Us

VidyoEngage Tenant Admin: Managing Routing and Skillsets

Follow

The VidyoEngage™ Tenant Admin ROUTING page displays all the skillsets configured in the system in side-by-side columns of available and assigned skills or tags. This allows Tenant Admins to easily move skills or tags from one column to the other. Additionally, VidyoEngage now prevents you from mistakenly creating duplicate skills. Moreover, if duplicate skills exist after an upgrade, they are automatically modified as unique. 

 

Selecting Routing Policies

To select routing policies:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Click the ROUTING tab.

    The Routing page displays. 

    routing.png

  3. Select one of the following routing policy options from the Routing Policy drop-down:
    • All – New interactions are routed to all the available agents that match the specific skillset.
    • Round Robin – New interactions are routed to available agents one-by-one in a round-robin fashion that matches the specific skillset.
    • Least Loaded – New interactions are routed to available agents that have the least number of interactions in their queue that match the specific skillset.

      routing_agent.png

  4. You can search the skillsets by typing in the name of the skillset in the Manage Skill search field and then pressing Enter.  You can select the Items per page drop down to display from 10-100 rows per page.


Adding New Skillsets

To add new skillsets:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Click the ROUTING tab.

  3. Click PlusButton.png to add a new skillset.
    The Add Skill pop-up appears.

    AddSkill.png

  4. Enter a unique name identifying the skillset in the Skill Name field.

  5. Enter details that describe the skillset in the Skill Description field.

  6. Enter the agents’ Notification Email that you want to be notified via SMS.

  7. Enter the Notification Short Message Service (SMS) in agents’ phone numbers that you want to be notified via SMS.

  8. Click the Save button to add the skillset for the appropriate tenant.

Editing Existing Skillsets

To edit existing skillsets:

  1. Log in to VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Click the ROUTING tab.

  3. Click PencilButton.png in the Action column of the appropriate skillset that needs to be edited.

    routing_edit.png

    The Update Skill pop-up appears.

    UpdateSkill.png

  4. Edit the appropriate fields as necessary.

  5. Click the Save button to save all changes.

Deleting Existing Skillsets

To delete an existing skillset:

  1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
    For more information, see Logging in to the Tenant Admin Portal.
    The USERS page appears by default.

  2. Click the ROUTING tab.

  3. Click XButton.png in the Action column for the appropriate skillset that needs to be deleted.

    routing_delete.png

    A confirmation pop-up appears.

    DeleteSkillConfirm.png

  4. Click the Ok button.
Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.