Unified Routing for Skills-Based Routing

After configuring unified routing, set up skills-based routing.

1. Prepare to route to skills.
   1. Enable skills-based routing in Omni-Channel Settings.
   2. Create skills. For example, create skills that correspond to languages used for voice calls.
   3. Create service resources and assign skills to service resources. This configuration assigns skills to reps.
2. Create an Omni-Channel flow with an Add Skill Requirements action.
3. Add a Route Work action to the flow.
   1. Route to Skills.
   2. For Skill Requirements, select Define Skill Requirements.
4. Create a Contact Center Channel or edit a channel to use it for skills-based routing.
   1. Under Call Routing, set Call Routing Type to Omni-Channel Flow and select the Omni-Channel flow defined in Steps 3 and 4.
   2. Set the fallback queue to a queue you created when setting up Unified Routing.

Note For an alternative to using an Omni-Channel flow with an Add Skill Requirements action, see Routing with Skills-Based Routing Rules.