I got a question regarding skill routing.
I got a agent group named "Support". In this group, every agent has several skills.
What I want to do, is to redirect my calls to the most qualified agent, with a simple menu. When the caller presses "1" in the menu, I would like to direct the call to a Telephony-skilled agent, and when he presses "2", to a Network-skilled agent, for example. If no agent is qualified for the task, the call is simply redirected to the global agent group.
To do so, I guess I need to use a topic per skill model. For now, my routes are designed like this :
Incoming call ==> Caller presses "X" ==> Linked to a specific topic associated with a skill ==> Topic is linked to the global agent group.
However, this doesn't work and it calls my Agent Group without considering any skill.
If you had any advice about how skill routing is working, it would help me.
Thank you !