I am using chat with OmniChannel
I have routing requirements that are much more than the queue-based routing
So I am trying to implement skill-based routing
On the basic skill-based routing if a button has a set of skills, the agent must have
ALL skills to the chat to be routed to him
But I need a fallback mechanism that would route to one agent if he has the skills, but if no agents with these skills are available, then it would be routed to a faalback agent
I have tried to implement the
embedded_svc.settings.fallbackRouting as explaind here:
But it does not work, and also - it would be very hard to manage so many skills
So I was trying to implement the Advanced Skills-Based Routing mechanism, but as they write - it is not available for chat.
So my question is - can the
Advanced Skills-Based Routing work for chat? Can I implement a fallback mechanism? or maybe can I develop my own routing mechanism for my chats?