June 8, 2021

Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing

Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing

Set the time to elapse before additional skills are dropped from Omni-Channel routing.


For example, lets take two Skills SkillA and SkillB are used. Once all the agents with SkillA and SkillB skills are at maximum capacity, Omni-Channel will wait for 120 seconds until it drops the SkillA skill and just look for agents with SkillB skill then assign the record(Chat, Case, Messaging, etc.) to them.

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