Issue in routing tickets based on skill through AWA

[Ramya Neelam1]

We have configured skill-based routing for RITMs on one of the catalog items. As part of this, we created a new skill, established a skill determination rule, and made the skill mandatory. We also associated the skill with a user in a specific group. This setup is working as expected, with AWA routing the RITMs to the correct agent who has the required skill. However, the agent is also being offered items from different queues, even though the agent doesn't have the skills associated with those work items.

Here are the steps we followed in our instance:

• Created a separate channel for RITMs, with multiple queues based on conditions.
• Defined assignment eligibility and specified the required assignment groups, ensuring the agent is part of one of those groups.
• Created a new skill.
• Established a skill determination rule and associated the new skill with it.
• Added the skill to the agent.

Any suggestions would be helpful to identify why the agent is being routed with different items too.

Thanks in advance.

[Raymond874B]

Hello!

It seems like your skill-based routing is mostly set up correctly, but agents are still getting items from other queues. Double-check your queue configurations, assignment rules, and agent availability settings. Ensure the skill determination rule is accurate and that agents are only part of the relevant groups. Also, look for any fallback mechanisms that might be assigning tasks regardless of skills. This should help identify why the agent is receiving items from different queues.

UPSers

[Ramya Neelam1]

Hi,

As you mentioned I have verified other queue configurations, everything looks fine.Could you please let me know what do you mean by other fallback mechanisms?how can I check them?

Thanks