Skills Based Routing
We have two queues: basic and escalated. In the Routing Configurations, we have applied two basic skills to the basic queue and ten skills to escalated queue.
The idea being, when a Case is placed in the Basic Queue, OmniChannel only needs to look to see if an Agent has either of the basic skills to present them a Case.
The issue: when I look in the Skills Backlog of OmniChannel Supervisor, the cases are queued up with all the extended skills, even though the queue should only be checking for the two basic skills. How do we handle this?
- hide the extended skill attributes from the Case when it's in the basic queue?
- use Apex to create the PendingServiceRequests?
- something else?
What role does the Skills Configuration of a Routing Configuration play within a Queue, if Omni-Channel is going to look beyond the scope of those skills to try to route a case?
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