QType Routing Details

Navigate to the QType and add Routing Details in the Details Tab.

Set the Routing Type to Skill Based

  1. Set the Routing Priority

  2. Set the Capacity Weight or Capacity Percentage

  3. Set the Push Timeout if you would like the task routed to another agent if not accepted within a certain amount of time. (optional)

  4. Drop additional skills timeout (optional)

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