skill-based routing

Skill-based routing uses skill information to define which workers are qualified to carry out a given assignment.

For example, a customer of an insurance company might want to insure a vintage car. To accurately appraise the value of the car, the insurance case must be handled by an employee with the proper expertise. To this end, you can set up a routing logic that assigns vintage car cases to users who have 'vintage car appraisal' as a skill. The following figure shows a sample configuration.

This type of routing helps you distribute work efficiently and improve your organization's productivity.