To process cases quicker, ensure that assignments are routed to the most appropriate workers by using custom APIs for business logic-based routing. You can choose from default APIs or add custom APIs to meet your unique business needs. You can also override APIs to modify lists of available operators and work queues, so that the lists contain only relevant workers.
This procedure contains the following tasks:
- Adding custom routing options in business logic-based routing
- Modifying lists of operators and work queues