In order for a Case to be routed to an agent, the agent needs to be assigned to the queue the Case is assigned to and have the skills the Case requires.
Examples:
Case: High Priority Queue; Skills: English, Complaint
Agent: Low Priority Queue; Skills: English, Complaint
-> Case not routed
Case: High Priority Queue; Skills: English, Complaint
Agent: High Priority Queue; Skills: Italian, Complaint
-> Case not routed
Case: High Priority Queue; Skills: English, Complaint
Agent: High Priority Queue; Skills: English, Complaint
-> Case routed to Agent
3 Antworten
So not sure where your answer is gone, (above)
But check the setup process is either one or the other.
And https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_considerations.htm&type=5
https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_limitations.htm&type=5
not sure if skills still doesnt support omniSupervisor which is a great feature to miss out
