Example: skill-based scheduling in call centers

For example, in a call center, you have English, French, and Spanish-speaking customers. Therefore, create English, French, and Spanish language skills in the system. Then, assign the relevant skills to the qualified employees accordingly.

You have the following employees with the following qualifications:

Employee A speaks Spanish on a mother-tongue language level and has proficient knowledge of English.
Employee B speaks English on a mother-tongue language level and has proficient knowledge of French.
Employee C speaks French on a mother-tongue language level, has a high-level knowledge of Spanish, and proficient knowledge of English.

You assign skills accordingly to the employees:

Employee A: Spanish with a priority of 1, and English with a priority of 2
Employee B: English with a priority of 1, and French with a priority of 2
Employee C: French with a priority of 1, Spanish with a priority of 2 and English with a priority of 3

The calls are routed accordingly:

A Spanish-speaking customer calls.
If Employee A is available, the call is routed to Employee A.
If Employee A is handling another interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. and cannot take the call, the call is routed to Employee C.
A French-speaking customer calls.
As Employee C is handling another interaction, the call is routed to Employee B.