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Advanced Incident Routing - SIH - questions?

edited Sep 5, 2018 12:58PM in Agent Desktop


Hi All

Ok so we have SIH enabled on our site and want to start using Advanced incident routing.  We have read through the documentation but its not very clear on how it actually works and wondered if there was some more detailed information out there ? We can't seem to locate any which answer our questions.

So basically we have a few questions:

1) How does it actually route to an agent ?  We create an advanced queue and route tickets to it, we then edit the agents profile so they have access to that advanced routing queue and apply the product skill to that profile and set it to a score of 5, does this mean that it will assign those tickets to anyone in that profile?

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