Dynamics 365: Configure Skills & Ratings

Key insights

• Purpose: Matches customer work to the right agent by using defined skills and measured rating values.
  This supports faster, more accurate routing in Dynamics 365 Customer Service.
• Core components: A rating model, proficiency scale, skills, assigned representatives, a matching algorithm, and an assignment method.
  Admins configure these pieces in a single flow as part of unified routing.
• Rating model details: Define a minimum and maximum numeric value and create text labels for each score (for example, 1–10 with labels like “good” or “excellent”).
  Those labels appear when you rate an agent’s proficiency.
• Proficiency scale setup: In the Skills hub, create a scale with a name, min and max values, and human-readable level names for each score.
  This makes numeric ratings easier for managers and agents to understand.
• How routing uses ratings: The system uses skill matching, classification rules, and assignment methods to pick the best available agent.
  Skill, model, and rating data is shared across model-driven apps (for example, contact center and field service), which centralizes skill administration.
• Admin steps to configure: Create the rating model, add rating values, create skills, assign and rate representatives, choose the matching algorithm (exact or closest match), then enable skill control.
  Enable agent self-update only if you permit it in the Customer Service admin center.

Keywords

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