Skill Based Routing for Walk-up

[Akansha Gupta]

Hi Team,

I am new to Walkup module and looking for support in implementing skill based routing for it. (based on location/language).

I already configured below object but still its not working:

1. Skill, Skill Determination Rule, and enabling Business Rule

2. Walkup Location Queue

3. Assignment Rule -enabling auto-assign and mandatory skill, also added Walkup channel to Available state

Also, please help me to understand how it work as without skill based routing, Appointments are not getting auto-assigned but need to accepted by agent(though Capacity based AWA is in place)? Does Walkup agent also need to make his status as Available on SOW Inbox?

Thanks in advance!

[RaghavSh]

1. The appointments can be auo assigned as well. go to "awa_assignment_rule" table and look for your chat assignment rule. Under that rule enable "enable auto assign work assignments".

2.  Does Walkup agent also need to make his status as Available on SOW Inbox? --- Yes, this has to be done manually because if agent is away there is no point in assigning any worm item to them.

[Akansha Gupta]

Hello @RaghavSh - thanks for the response!

1. I already configured all objects mentioned below including the check box  "enable auto assign work assignments" :

1. Skill, Skill Determination Rule, and enabling Business Rule

2. Walkup Location Queue

3. Assignment Rule -enabling auto-assign and mandatory skill, also added Walkup channel to Available state

It is creating work item in Queued state and Interaction is not getting auto assigned to agent.

2. Lets say i have created appointment for tomorrow, how the agent presence will help? as per my understanding, it should only check capacity and skill but not presence state.

[RaghavSh]

@Akansha Gupta when you create an appointment for tomorrow, the interaction is created in "on-hold" state. The state of interaction changes from on-host to in progress 12 minutes prior to the appointment time ( this is configured based on some system property). 

When the interaction moves to in progress, it moved to the available agent's queue based on skill, capacity ,agent affinity (if applicable) , capacity override  but your should be available not offline or away.

[RaghavSh · Accepted solution]

@Akansha Gupta  Does this helps?