Skip to content
Salamandr Docs

Agent Skills & Assignment

Skills-Based Routing ensures that specialized customer problems reach the right agent on the first attempt without manual reassignments.

1. Skill Definitions

Section titled “1. Skill Definitions”

Skills represent technical proficiencies, language capabilities, regional certifications, or product domain expertise:

  • Technical: Cardiology Telemetry, Kubernetes Cluster Admin, Database Performance Tuning.
  • Languages: Spanish Fluent, German C2, Japanese Native.
  • Compliance / Certifications: HIPAA Certified, SOC 2 Auditor, PCI Compliance.

2. Managing Skills in the UI

Section titled “2. Managing Skills in the UI”
  1. Go to Admin Panel → Skills.
  2. Click Add Skill.
  3. Enter the skill name and operational description.
  4. Open any agent profile in Users & Team → [Agent Name] → Skills to assign or remove skills.

3. Skill-Based Routing Algorithm

Section titled “3. Skill-Based Routing Algorithm”

When a routing rule executes an assign_by_skill action:

  1. Candidate Pool: The engine filters for agents possessing all required skills.
  2. Online Status: The agent must be active and within their working hours schedule.
  3. Concurrency Check: The agent must have fewer open tickets than their configured max_concurrent_conversations.
  4. Least Loaded Dispatch: Among qualifying candidates, the ticket is assigned to the agent with the fewest currently active open conversations.

4. REST API Reference

Section titled “4. REST API Reference”

Create Skill

Section titled “Create Skill”
POST /api/v1/skills
Content-Type: application/json
Authorization: Bearer <API_TOKEN>


{
  "name": "Cardiology Telemetry",
  "description": "Certified diagnostic specialist for Holter and ECG receivers"
}

Assign Skill to Agent

Section titled “Assign Skill to Agent”
POST /api/v1/users/{id}/skills/{skillId}
Authorization: Bearer <API_TOKEN>