Route walk-up tasks to skilled agents

Use business rules to automatically route walk-up tasks to the agents based on their skill set.

Before you begin

Set up metadata in All Skills, Group Skills, and User Skillstables before configuring walk-up locations for skill-based routing. For more information, Configuring Skills Management.

Role required: admin

Procedure

1. Navigate to All > Walk-up Experience > Administration > Walk-up Locations.

2. Select the location to add skills of the agents.

3. In the related list, select Reasons for Visit.

4. Select a reason to associate the skills.

5. On the Walk-up Skills for Reasons related list, select New.

6. On the form, fill in the fields.

   Fields Description Active Option to make the skill active. Skill Skill required for the selected walk-up reason. Mandatory Option to make the skill mandatory. If the skill is set as mandatory, the walk-up task will not be routed to any agent who does not have that particular skill. Walk-up Reason Reason for which a requester needs help.

7. Select Submit

Parent Topic:Configure skill-based routing in Walk-up Experience