What is Outbound Skill-Based Routing?
Outbound Skill-Based Routing (OSBR) routes leads to the users best suited to handle them, based on their skills. This improves efficiency, conversion rates, and customer satisfaction, by making sure leads reach an agent equipped to deal with them.
Leads are assigned a Skill Group, which contains one or more individual skills. Leads get their Skill Group either when they're imported into the system, or manually afterwards via a result code.
In this section
The articles below cover everything needed to set up and use OSBR:
- Outbound Skills & Groups — the admin page where skills and Skill Groups are managed.
- Creating Skills and Skill Groups — creating individual skills and combining them into groups.
- User Plans and Skill Groups — adding skills to a User Plan so they can be assigned to multiple users at once.
- Assigning Skills and Assigning User Plans to Users — assigning skills to users directly, or via a User Plan.
- Assigning Skill Groups to Result Codes — updating a lead's Skill Group when a result code is applied.
- Assigning Skill Groups to Leads via Data Imports — assigning Skill Groups during manual CSV imports or API imports.
- Changing Skill Groups via List Data Manager — updating Skill Groups on existing leads in bulk.
- Viewing Skills Eligibility Information via Campaign Manager — checking how OSBR is affecting a live campaign.
- Outbound Skill-Based Routing Considerations & FAQ — behaviours, edge cases, and limitations worth knowing.
With OSBR set up correctly, leads go to the users best placed to handle them, getting them addressed faster and keeping customers happier. Work through the articles above in order for a complete setup, or use the Skills Based Routing Checklist for a quick-reference version of the same steps.