Routing work based on skills in Workforce Optimization for ITSM

Route work to your teams based on skills, schedule your teams' work, and train your teams to enhance their skills set using Workforce Optimization for ITSM.

The video shows how skill-based routing works in Workforce Optimization for ITSM.

• Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
  Define conditions for incidents or interactions and add skills required for those conditions using skill determination rules. When new incidents and interactions that are created meet these conditions, the skill determination business rule automatically adds the skills to those records. In the Workforce Optimization for ITSM Channels and Work scheduler applications, the work items get automatically assigned to the right agents based on the skills.