|Enabled for||Public preview||Early access||General availability|
|End users by admins, makers, or analysts||Oct 24, 2019||-||Jan 31, 2020|
Skill-based routing enables conversations to be routed to agents based on their skills and proficiencies. This improves the efficiency of automatic work distribution by looking for an agent with the right skills who can handle a conversation and resolve a customer issue most effectively.
Administrators and supervisors can optimize the work distribution by assigning the right skills to the agents based on their proficiency. They can directly route the conversations to agents without managing the queues.