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How ToLeveledGroup option is used to configured in skill-based routing ?
How ToLeveledGroup option is used to configured in skill-based routing ?
***Edited by Moderator Marissa to change type from General to Product, added Product details and Capability tags***
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Accepted Solution
Posted: 3 months ago
Updated: 3 months ago
Updated: 30 Jul 2024 2:02 EDT
Eclatprime Digital Private Limited
Eclatprime Digital Private Limited
IN
Hi Ramani,
ToLeveledGroup -
The assignment will go to the worklist of the individual in the workgroup who has the required skills, and has the highest "score" where the score is computed by looking at how much work is on that person's list already, and how many of the desired skills he has. It also takes into account the person's availability (unavailable dates are put into the operator record).
