Advanced work assignment - SKill based

[sravanip]

Hi

I want case routed to agent based on symptom skill.

1. Assign skill 'C' to a symptom 'A'.

2.Pick a group member from the 'awa support group' and add skill 'C' to the member.

3. Create a Case with symptom 'A' with the assignment group as 'awa support group'.

4. Case should be routed to the group member that has the skill 'C' because the symptom skill and group member skill is matching.

Agents with matching skills should be prioritised.

I referred to AWA docs but I was not able to achieve despite creating service channel, queue, assignment eligibility, skills.

Thank You.

[Shruti]

Try to create Skill Determination Rule on Case table with appropriate skill and filter conditions

In your Queue assignment rule eligibility select Case Assignment Rule With Skills