Tag Archives: work distribution

Let the Skills be with you

Set correct skills weight and workload for correct work distribution in skills based routing

The goal of Skills-based routing is to get the best available agent answering the incoming question.  The concepts are the same when making a local implementation, but the complexity may rise when implementing skills-based routing over multiple channels, countries and languages. We already described the basic setup in the article: Configuring Skills-based routing in Salesforce.  […]