Does Mandatory skill for a agent restrict other cases on agent inbox

[Sriharsha Radha]

We have created skills in CSM and have corresponding skill determination rules for it.

If a skill is considered mandatory and added to an agent user, does that stop cases except that to not route to the user even if they are available.

EG: User A has skill for email ( A category in our Case form). Does User A only get cases of email category ? Will User A not get cases from other categories even if they are available on agent inbox?

Is it possible to restrict cases on inbox based on only skills that user have?

[Mohith Devatte]

Hello,

If you are using skill determination rules and skills management yes it will assign the cases according to the category or skills attached to the users only if "Enable skills" and Enforce mandatory skills check boxes are checked in Assignment eligibility tab in queue record .

To find it out navigate as below

Advanced work assignment --> Service channels --> open your channel -->Scroll down to QUEUES related list and open any queue --> scroll down to ASSIGNMENT ELIGIBILITY tab and open the record -- >Open the ASSIGNMENT RULE tagged in Assignment rule field and see in below image for both the check boxes

If the above check boxes are checked then it will check for skills and until it finds the skills it wont assign any cases to that user in INBOX .If not user will be eligible to get all cases

Please accept my answer if it useful to you

[Sriharsha Radha]

Thanks for the response. How Does this work along work sort order and mandatory skills?

Please note:

EG: We have work sort order where email category cases is in 3rd position and there are other category cases that get assigned to agents before.

-How does this work for the user with only email skill ?

-Will it ignore first 2 categories and assign email cases directly?

-Does the user not get any cases for email until first 2 categories are accepted?

Request to clear my question here

[Mohith Devatte · Accepted solution]

Hello,

As far as i know it all depends on skill.

So if the user is not having skills mentioned in the first two categories of work item sort order then it does not consider them and directly moves to third one .

And to answer the third point no it does not happen like that usually if the user does not have first two categories skills then those two work item orders are skilled and it works in an individual way according to the skill that the user has who is coming online in INBOX

please mark my answer correct if it cleared your doubts