Tutorial: Automatically assign work to agents by skill

Learn how you can configure Advanced Work Assignment to automatically route cases to agents who speak German. Use this tutorial as a guideline to help you understand how you can route work items to agents according to their designated skills.

Before you begin:

• Activate the Skills Management (com.snc.skills_management) plugin.
• A basic understanding of the Skills Management feature is required.
• To have skills automatically assigned to cases, consider activating the Skill Determination (com.snc.skill_determination) plugin.
• Create a group of users who work in customer support.
• Assign the awa_agent and workspace_agent roles to the customer support group.

Advanced Work Assignment (AWA) Tutorial: Automatically assign work to agents by skill Watch this video for a visual representation of the following tutorial example.