¶ Understanding Skill Types
Skill-based automated allocation is one of the powerful capabilities on the ChakraHQ platform.
As a first step of configuring skill-based allocation, we will look into skill-types and how that helps us in defininng the rules of allocation, as well as access control rules.
¶ What is a Skill-Type?
We define skill-type as a collection of skills, around which allocation rules can be defined.
They facilitate in defining what parameters must be considered.
For instance, let's say we want to allocate leads to inside-sales agents based on language, and ticket-size. In this case, we must define two skill-types i.e. Language and Ticket Size. Within each of these skill-types, we then define skills, and their corresponding user-mappings and conditions.
¶ How to add Skill-Types?
- Identify the procedure to which new skill-type needs to be added
- Go to the Skills tab in the procedure details
- Click on Add Skill-Type
- Define your skill-type and add the skills within the skill type
