Outbound Skill-Based Routing is a feature that helps route leads to the right users based on their skills. This improves efficiency, conversion rates, and customer satisfaction.
When leads enter the system through an import, they are assigned a skill group. A skill group contains one or more skills. You can also assign or change a lead's skill group manually with a result code.
The articles in this section cover:
- Creating skills and assigning them to groups
- Adding skill groups to user plans
- Assigning skills to users and adding user plans
- Linking skill groups to result codes
- Assigning skill groups during data imports
- Assigning skill groups via API imports
With skill-based routing, leads go to users best suited to handle them. This gets leads addressed faster and keeps customers happier. Proper setup is key, so follow the steps here to get the most out of this feature.
