We are trying to change from queue-based routing to skills-based routing in order to have a system where, when an agent is out of the office, Cases can be routed to other agents easily and when one agent is busy, a backup agent can handle that agents Cases, without having to manually move the Cases.
We have four agents and four skills (N, S, E, and W). Each agent is the primary agent for one of the skills. Each agents is the first backup for a second skill. All agents backup all skills, to some extent.
For example, the primary agent for the N skill is the first backup for the E skill. This agent is ranked 10 for N, 7 for E, and 5 for both S and W. The primary agent for the E skill is ranked 10 for E, 7 for N, and 5 for both S and W.
What I want is for the N agent to be assigned any N Cases first, irrespective of whether there are any older E, S, or W Cases waiting. If there are no N cases waiting, I want the N agent to be assigned any E cases, irrespective of whether there are any S or W cases waiting. If there are only S or W cases, it doesn't matter to me which is assigned first.
Right now, the N agent is getting non-N cases ahead of N cases. How can I change this to work as I need it to work?
#OmniChannel Skills #Omni-Channel #OmniChannel Issues #Services Cloud Omni-Channel
