Skill-based Routing

Last published at: April 10th, 2025

Route records to those Assignees that are best equipped to handle them, by assigning based on their particular user skills.

 

Record the specific skills of your users, and route records to them based on what they can do best. For example, add skill ‘Spanish’ to your Spanish-speaking users, and set up an AssigneeRule + MatchRule to route records with Spanish content to them.

Configuring Skills

To set up skills for your users:

  1. In Plauti Assign (SRR), go to tab User Skill Junctions.
  2. At top right, click New.
  3. At User, find the user you want to award a skill to.
  4. At Skill, 
    • Enter the name of an existing skill and click Show More Results, then select the skill. Or
    • Click New Skill, enter a name for the skill, and click Save.
  5. Click Save.
  6. Repeat to award more skills to the user.

The skill has been linked to the user. You can now route records to this user based on the skills you just added.

Routing based on Skills

To route records based on Assignees' skill sets:

  1. Go to the MatchGroup you want to use for routing records based on skills, or create a new MatchGroup for this purpose.
  2. In the AssigneeRules section, click Create New Rule.
  3. Enter a descriptive name for the rule, for example ‘Speakers of Spanish’.
  4. At ‘Type’, select Skill.
  5. At ‘Field’, select Name.
  6. At ‘Operator’, select an operator to find the skill name by. Toggle ‘Not’ if you need to invert the operator.
  7. At ‘Value’, enter a value to find the skill name by, usually the skill name itself.
  8. Click Save.

The skill-based AssigneeRule will now appear in the AssigneeRules section. Configure more AssigneeRules if needed.

  1. In the Assignee Configuration section, click Preview Record Selection to verify that the users you expect to be found, based on the newly added skill-based rule, are indeed found by the AssigneeRule.
  2. Add one or more MatchRules to the MatchGroup that will match records that meet the skills you configured, such as Leads from Spanish-speaking regions.

 The MatchGroup will now route records that match the skills to the applicable Assignees.

Finding all Skills of a User

To see which skills are awarded to a certain user:

  1. In Plauti Assign (SRR), go to tab User Skill Junctions.
    The User Skill Junctions overview appears. 
  2. Change to All or another list view if you don't see the user listed straight away.
  3. Sort the list view by User.

Each instance of the user and their skills are now displayed grouped together.