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Experience Routing: Advance routing based on account skills

edited Jul 13, 2017 7:51PM in Communication Channels 1 comment

Content

I am having two  accounts Account1 and Account2 both are assigned to same profile. And assigned advance routing as brazil and japan for the profile.

Account1 having skill as brazil

Account2 having skill as Japan

If i am raising a chat from brazil interface is correctly routed to Account1 when both account are available. I am expecting if Account1 is not available the chat have to route to Account2. Its possible or not?

Regards,

Mohan

Note: Jessica Bradley edited the topic to include Experience Routing for clarification

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