The new work item is assigned to an Omni-Channel queue.
Omni-Channel attempts to route it to an agent.
Omni-Channel routes work items by the priority of the queue that they’re assigned to, so the most important work items are pushed to agents first
Skill based routing
Skill based routing - How it works?
Map: REQUEST-SKILLS with AGENT-SKILLS: Looks at the skills required to complete a work item (requested skills) and matches these skills to the skills that are assigned to the agent (agent’s skills).
Omni-Channel routes the work to the first agent who has all requested skills and who is available (that is, has the capacity to take the work item)
Skills are used to represent attributes such as :
Language ability
Product Knowledge
Case Origin
Assign each agent a skill and proficiency level (0-10)
Skill based routing - How it works? - 2
Skills are assigned to incoming work items by SkillRequirements Object in the API
Object PendingServiceRouting can have multiple SkillRequirements Objects
When a work item requires multiple skills, it is routed to an agent with all of the required skills
If the system find multiple agents with same skills, the work item is routed to the agent who is first available based on the routing model (Most Available or Least Active). System remembers the agent who last declined the work or who did not accept this work item within a specified - Push Timeout and System will not route that work item to that agent again
Agents can perform transfer work item to another agent when agents finds out she/he does not have right skill. Then the work item is moved to the agent possessing atleast all of the required skills
Supervisors can monitor agent workload and unassigned work items in Omni-Channel Supervisor
