We need to implement a skill-routing algorithm inside Pega that decide which CSR should take a Telephone call from a customer, based on their skills and availability.
In the near future we will also add more controls, so we want this capability to stay inside Pega.
We are using PegaCALL connected to Amazon Connect.
On the configuration/implementation guide it is missing which rule is responsible to give the specific CSR to Amazon Connect.
Does anybody know which rule we should extend in order to add a skill-based capability?