Routing work items to agents based on skills

Use rules to automatically route work items to agents.

You can route work to agents based on their skills using Skill Determination Rules and Advanced work assignments.For more information on routing agents to work items, see Advanced work assignments

• Learn how Skill Determination works
  Use Skill Determination to add skills to incoming work items so that agents with those skills can work on it.
• Add a business rule for skill determination
  Set up or enable business rules for agents to manage cases, chat interactions, or work order tasks. These business rules trigger Skill Determination rules, ensuring that the required skills are assigned to relevant work items so agents are properly equipped to handle these responsibilities efficiently.
• Create Skill Determination rules to assign skills to work items
  Create Skill Determination rules to identify skills required by agents to work on work items and automatically associate them to those work items.
• Qualify and rank users based on skills and skill levels
  Rank users so that you can select the right users based on skills needed to complete tasks. Qualify users to work on tasks such as case, work order task, or chat interaction based on the number of skills and skill levels required to work on those tasks.

Parent Topic:Manage people and work capabilities