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I would like to implement skill based routing in Salesforce omnichannel. There is only 1 Queue where cases are assigned. From the queue the router should assign the tickets to the agents based on their skills other than capacity.

3 Answers 3

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Currently it is not supported by Omni Channel and is listed in IdeaExchange Omni-Channel Skill Based Routing

You can vote for the ideas.

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This is not possible as of now and I don't think Salesforce will release this considering it just offered Live Agent to shift from skill based to Omni-channel based routing https://releasenotes.docs.salesforce.com/en-us/spring17/release-notes/rn_live_agent_omnirouting.htm

What I would recommend instead is to create queues based on skills and assign to these queues based on various criteria. Assignment can happen within the queue based on omni channel.

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This will be included in Spring '18 as a beta feature.

https://releasenotes.docs.salesforce.com/en-us/spring18/release-notes/rn_omnichannel_skills_based_routing_beta.htm

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