Route walk-up tasks to skilled agents

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

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

    Antes de Iniciar

    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

    Procedimento

    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.
      Tabela 1. Walk-up Skills
      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