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SBR routes contacts to agents in one of the following ways when more than one agent with the required skill set is available: For more information, see Create a Queue and an Outdial Queue. You can enable SBR in the Queue Routing Type settings when creating a queue. SBR routes contacts to agents based on the contact’s skill requirements that are configured in the flow. Skill B, C2 becomes the longest contact in the parked state. If you map C2 to a team that has only skill A or Do not map C2 to a team that has only skill A or skill B. For best customer service, map C2 to the team that has both skillĪ and skill B. Queue, it requires agents with both skill A and skill B. In the preceding example, contact C1 requires skill A and contact C2 requires both skill A and skill B. For more information, see Agent Profiles. Map various skills to the profiles of these agents. For more information,Ĭonfigure different agent teams with a set of agents to serve a queue. Match skill requirements of contacts with agents who have those specific skills.Īdd skill requirements to contacts and route contacts with the same skill requirements to a single queue. Is routed to the longest available agent. Invalid because skill values are not properly defined in the flow, SBR cannot find a matching agent. If one of the skill requirements of a contact is

SBR matches all skill requirements of contacts with the skills of agents. To remove or reduce the skill requirements, specify the skill relaxations in the Queue Contact activity. For more information, see Skill Definitions. If an agent is not available within a time interval that is specified in the queue. You can configure SBR in a way that removes or reduces the skill requirements of agents Based on the assigned skill requirements, the calls enter a queue for distribution SBR assigns skill requirements to calls in a flow. You can route the calls in each subset to agents who possess a required set of skills, such as language fluency When calls arrive at an entry point, SBR classifies the calls SBR is available for voice contacts only. Skills-based Routing (SBR) is an optional feature that matches the needs of contacts with agents who have the skills to best The routing strategy, the system selects an appropriate queue to distribute the contact to one of the available teams. Restore or permanently delete a global routing overrideĮach contact arrives at an entry point, where a routing strategy applies business logic.Create a global routing override from a copy.Restore or Permanently Delete a Routing Strategy.

Routing Strategies Deletion and Restoration.

View routing strategies for an entry point or queue.

Variables and Expressions in Flow Designer.

Check the settings on the remote computer to ensure such settings are allowed. Some of the options like setting allowing printers and the clipboard may be locked down on the computer you’re connecting to. Some of the settings I change don’t seem to be taking effect. You can right-click on the icon, then select “ Edit” to make any changes to the RDP icon settings. How do I edit an RDP icon I’ve already created?

Your RDP icon is saved and is now ready to access quickly when needed.

Give the connection a name, then Select “ Save” when ready.

Select the location you wish to save your RDP icon to.

Ensure the “ Computer” field is filled in.

Once everything looks right, jump back to the “ General” tab.

All of the options under these tabs will be saved when you create the shortcut.

View each tab and ensure the settings are configured as desired.

Select the “ Show Options” arrow located in the bottom-left corner of the window.

Open the “ Remote Desktop Connection” application.

Select the “ Start” button and type “ Remote“.