The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
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Locate the routing configuration associated with the queue.
- From Setup, enter Queues in the Quick Find box, then select Queues.
- Edit the queue and locate the routing configuration name in the Configuration with Omni-Channel Routing section.
- From Setup, enter Routing in the Quick Find box, then select Routing Configurations.
- Edit the routing configuration that is used by the queue through which the work item is routed.
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Select Use with Skills-Based Routing Rules.
- Use the Drop Additional Skills Time-Out to specify the amount of time to wait for a service rep with a skill marked as additional to become available before the skill is dropped from Omni-Channel routing. The minimum time-out value is 5 seconds. The work item is then routed based on your routing model's capacity rules to an available service rep who possesses the remaining skills.
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Optionally, add skills to the routing configuration.
To route work to the right service rep, Omni-Channel applies a combination of the skills from these two sources.
- Static skills included in the routing configuration
- To add skills to every work item that's routed using that routing configuration, add the skills to a routing configuration.
- Dynamic skills added from an Omni-Channel flow or skills-based routing rules
- To dynamically add skills to specific work items based on conditions, build the logic using an Omni-Channel flow or skills-based routing rules. If the conditions are met, the skills are applied to the work item.