Skill (skill-based routing)
Tagging agents and calls with skills so the right agent gets the right call.
Skills are per-agent attributes: language ("Spanish"), product ("auto-loans"), tier ("VIP"). VICIdial routes inbound calls to agents whose skills match the call's requirements.
Configure:
- Admin → Skills → create skill names + scoring (1-9)
- Admin → User → assign skills + scores to each agent
- Admin → In-Groups → require minimum skill score
Use cases
- Bilingual routing: caller selects English/Spanish via IVR; matched to skilled agent
- VIP queueing: tier-3 customers get tier-3 agents
- Product-knowledge routing: medicare leads → medicare-skilled agents
Limitations
VICIdial's skill engine is functional but not as sophisticated as enterprise CCaaS (Genesys, NICE). For very fine-grained routing, write custom AGI.