I'm setting up walk-up experience for our client, and like to know if there is a way to route interaction to agents who are checked in to specific location kiosk based on selected reason? Or is it possible to link the kiosks with specific reasons/skills?
What we have setup so far are the reasons and specific skills linked to the reasons. And the AWA assignment rule with skills enabled. This works well if we have specific group of agents handling different locations kiosk.
But for our client, all the agents are having the same set of skills and locations. Thus, the interactions are routed to agents who are checked in to different location kiosks.
Has anyone done something similar or has an idea on how I could configure this?
Thank you
