Route to a Skill

Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.

To implement skills-based routing, you define logic that determines the skills needed to route work items and identify each service rep’s skills.

To assign skills to service reps, define each service rep skill, and then assign them to service reps. To assign a skill to a service rep, assign the skill to a service resource and then assign the service resource to the service rep. If a service rep isn't assigned a service resource, the service rep doesn't appear in Command Center for Service when they're offline.

Note With external routing, Skills-Based routing or direct-to-rep routing is not supported.

1. How Does Skills-Based Routing Work?
   Skills-based routing in Omni-Channel matches work items to the most qualified service reps based on the required skills. When a work item is created, Omni-Channel determines the required skills based on the routing configuration, skills-based routing rules, and any skill requirements passed into the Route Work action in the Omni-Channel flow. Omni-Channel then routes the item to a service rep who has all of the requisite skills and available capacity to take the work.
2. 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.
3. Prepare to Route to Skills
   Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.
4. Skills-Based Routing Limitations
   Before you implement skills-based routing, review its limitations.