Prioritize Additional Routing Skills
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
How: In the Attribute Setup for Skills-Based Routing setup flow, select Additional Skill and set the Skill Priority.
- Language: English and French are required, not additional.
- Issue Type: Software and Hardware are additional skills of the highest priority, 0.
- Product: Speaker, Mouse, and Keyboard are additional skills of priority 1.
- Location: USA, England, Canada, and France are additional skills of priority 2.
In this example, Language skills aren’t additional, so they are never dropped. Skills associated with the Issue Type field are the highest priority, so Omni-Channel drops them last. Skills associated with the Location field are dropped first.
The Drop Additional Skills Time-Out, set in the routing configuration, specifies the amount of time to wait before dropping each set of additional skills.