This component allows you to transfer the call to a skill or group of agents so that an agent belonging to the defined skill can receive the call.
It is located within the component group called “Basics” and is available only for the routing type called “Voice”.
- In the “Skill” field, select the skill or group of agents that will handle the calls that pass through the routing point.
- In the “Service” field, choose the service associated with the calls.
- In the “Priority” field, select the priority level for the calls to enter the skill.
- As an optional configuration, you can add an agent’s extension number to give them priority in handling the calls.