Using skills-based routing

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  • Rafael Santos

    Hi Barry Neary, it would be interesting to have to options to flag skills as "must have" and "optional" so that we could determine those which must matched in order to assign, while having others that would be counted as optional when assigning to a set of multiple agents, trying to assign first to agents with the optional skill, and only if none available to those without.

    Examples for these would be the hypothetical skill categories Language and Product Specialization.

    The first would be a must have, as an agent would need to speak that language, while the second could be used to flag SMEs on a given topic.


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