I'm looking to rollout Omnichannel in my org. We want the agents to remain working in one single queue, but routed to the appropriate rep based on the skills we have defined.
With the limitation on only having one routing configuration per queue is this possible? I'd really prefer to stay out of Apex, as I don't know it, and I also don't want to do anything in a process builder since that will be sunset soon.
Has anyone done this before? What would my best options be?
Thanks in advance!
답변 2개
Depends on your requirements, omni is great if you want least active or most available routing. Least active is basically just round robin, most available prioritizes your agents that have a higher capacity for cases.
