Omni-Channel Routing

Use This Skill When

• Designing queue strategy and routing priorities.
• Tuning capacity models for chat, voice, messaging, and cases.
• Implementing skill-based routing for specialized support teams.

Routing Design Steps

1. Define work item taxonomy by channel and complexity.
2. Set routing priority and interruption policy by work type.
3. Configure presence statuses that match real staffing states.
4. Model agent capacity units and concurrency limits.
5. Add overflow and fallback routing for peak conditions.

Validation Questions