Route walk-up tasks to skilled agents
Use business rules to automatically route walk-up tasks to the agents based on their skill set.
Before you begin
Set up metadata in All Skills, Group Skills, and User Skillstables before configuring walk-up locations for skill-based routing. For more information, Configuring Skills Management.
Role required: admin
Procedure
Navigate to All > Walk-up Experience > Administration > Walk-up Locations.
Select the location to add skills of the agents.
In the related list, select Reasons for Visit.
Select a reason to associate the skills.
On the Walk-up Skills for Reasons related list, select New.
On the form, fill in the fields.
Fields Description Active Option to make the skill active. Skill Skill required for the selected walk-up reason. Mandatory Option to make the skill mandatory. If the skill is set as mandatory, the walk-up task will not be routed to any agent who does not have that particular skill. Walk-up Reason Reason for which a requester needs help. Select Submit
Parent Topic:Configure skill-based routing in Walk-up Experience