Hello,

Please find below steps to route an assignment to Skilled operator.

• Create a Skill rule (Rule-Admin-Skill)
• Specify range from Low to High [high score represents the highest level of proficiency with the skill].
• On the assignment properties
  • specify type - WorkList
    • routing - ToSkilledGroup [selection of operator in a workgroup is random, and takes required skills into account]
    • routing - ToLeveledGroup [selection of operator in a workGroup is prioritized by load and skills]
      • specify a workGroup to pick an operator
        • The input value for either workGroup or Operator should be specified in quotes, when used in routing

      • Operator specified may have any number of skills with an appropriate rating defined.
      • specify the skill, level and mark as required
      • If the operator has a rating that is equal to or above the level required by the assignment, that operator can be chosen by the router
      • If a skill is not set to required the requirement won't be satisfied.

  • Define & configure a service level rule to Notify skip level workparty on passed dead line time.

• also, by default the API "Toleveledgroup" looks for the operator who has least work else assign it to their manager.