Routing: Attribute Setup for Skills-Based Routing (Generally Available), Secondary Routing Priority, Omni-Channel for Sales, and More
Set up skills-based routing with clicks, not code, using Attribute Setup for Skills-Based Routing. Use field values to specify a secondary routing priority. Sales customers can now use Omni-Channel Routing. Search public groups, see agent status with color-coding on the Omni-Channel widget, and give your customers an estimated wait time.