Route Work to Agents Using Both Queues and Skills Simultaneously in the Same Org
Try out Omni-Channel skills-based routing in your org while keeping the queue-based routing that you know and love. Omni-Channel gives you the flexibility to route work items to agents in the way that makes the most sense for your company. Route some work items by skills, and route other work items by queues. It’s the best of both worlds in the same org!
How: In Setup, enter Omni-Channel in the Quick Find box, and select Omni-Channel Settings. Enable Omni-Channel and set up queue-based routing. In the same org, enable and set up skills-based routing.