Skill-based routing

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 24, 2019 - This feature is released. Jan 31, 2020

Feature details

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.

See also

Overview of skill-based routing (docs)