Routing walk-up tasks to skilled agents

Use business rules to automatically route walk-up tasks to the agents based on their skill set.

Before you begin

Set up metadata in All Skills, Group Skills, and User Skillstables before configuring walk-up locations for skill-based routing. For more information, Configuring Skills Management.

Role required: admin

Procedure

1. Navigate to All > Walk-up Experience > Administration > Walk-up Locations.
2. Select the location to add skills of the agents.
3. In the related list, select Reasons for Visit.
4. Select a reason to associate the skills.
5. On the Walk-up Skills for Reasons related list, select New.
6. On the form, fill in the fields.

   Table 1. Walk-up Skills

   Fields	Description
   Active	Option to make the skill active.
   Skill	Skill required for the selected walk-up reason.
   Mandatory	Option to make the skill mandatory. If the skill is set as mandatory, the walk-up task will not be routed to any agent who does not have that particular skill.
   Walk-up Reason	Reason for which a requester needs help.

7. Select Submit