Jump to navigation Jump to search
- Skill-Based Routing, skill-based routing
- Skill-based routing uses skill information, such as skill rules, to define which workers are qualified to carry out a given assignment. For example, a customer of an insurance company might want to insure a vintage car. To accurately appraise the value of the car, the insurance case must be handled by an employee with the proper expertise. To this end, you can set up a routing logic that assigns vintage car cases to users who have 'vintage car appraisal' as a skill.
This type of routing helps you distribute work efficiently and improve your organization's productivity.