Advanced Work assignment-Routing based on skills

Kaustubh k
Tera Expert

3 weeks ago

Hi Team,

 

In Advanced Work Assignment, We have configured an incident channel, where we want to route tickets based on skills. We have a single group named as Support group and below all members are present in that group.

 

Skill 1-  If caller is Vip user

Then ticket should route to only specific people ,and those members are A,BC,

 

Skill 2 - If service offering is xyz

then ticket should route to  only specific member D,E,F

 

So have created 2 skills and have provided the members respective skill,

Have created 2 queues , Vip user queue and set order as 100 and for skill2 ,another queue and have set order as 200.

 

But the issue is when inc is created with VIP is true and A,b,c are not available ,it gets assigned to D,E or F whoever is available. But I want it to get assigned to only skilled members who handles vip users.

 

Thanks

 

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pavani_paluri
Tera Guru

3 weeks ago

Hi @Kaustubh k 

 

You’ve got two queues in AWA: one for VIP users, one for service offering XYZ.
Each queue has its own skill requirement (VIP skill vs. XYZ skill).
Right now, if no one with the VIP skill is available, AWA is falling back and giving the ticket to anyone else in the group (like D/E/F).

 

In the queue setup, make sure the skill requirement is set to mandatory.
That way, if no agent with the VIP skill is available, the ticket will just stay in the VIP queue until someone with that skill logs in.
It will not get routed to other agents who don’t have the skill.

 

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P
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