Unified Routing – Capacity Profiles and Work Classification
![Unified Routing – Capacity Profiles and Work Classification Unified Routing – Capacity Profiles and Work Classification](https://neilparkhurst.com/wp-content/uploads/2024/07/agent-18779_1280.jpg?w=800)
I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post I will explain this concept.
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