How ToLeveledGroup option is used to configured in skill-based routing ?
Hi Ramani,
ToLeveledGroup -
The assignment will go to the worklist of the individual in the workgroup who has the required skills, and has the highest “score” where the score is computed by looking at how much work is on that person’s list already, and how many of the desired skills he has. It also takes into account the person’s availability (unavailable dates are put into the operator record).
Yes, the UseSkills parameter uses the skill configured in the operator ID and rating to route the assignment.