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How Does Skills-Based Routing Differ from Queue-Based Routing?
Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing.
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Queues generally are designed to represent one skill. For example, you can have a queue for Spanish-speaking service reps and a queue for Level 3 technical support calls. With queue-based routing, Omni-Channel routes each work item to a service rep who is a member of the queue.
In contrast, with skills-based routing, Omni-Channel routes the work item to a service rep who has all the requisite skills and who has available capacity to take on the work.
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