Routing work items to agents based on skills

Use rules to automatically route work items to agents.

For more information on routing agents to work items, see Advanced work assignments

• Learn how Skill Determination works
  Use Skill Determination to add skills to incoming work items so that agents with those skills can work on it.
• Add a business rule for skill determination
  Create business rules to enable agents to work on cases, work order tasks, and chat interactions. These rules will trigger Skill Determination rules, which will add the necessary skills to the respective work items. This ensures that agents have the appropriate skills to handle these tasks effectively.
• Create Skill Determination rules to assign skills to work items
  Create Skill Determination rules to identify skills required by agents to work on work items and automatically associate them to those work items.
• Qualify and rank users based on skills and skill levels
  Rank users so that you can select the right users based on skills needed to complete tasks. Qualify users to work on tasks such as case, work order task, or chat interaction based on the number of skills and skill levels required to work on those tasks.