domains / families / software-engineering / service-omni-attribute-routing-configure

service-omni-attribute-routing-configure

authentic

Use to manage Omni-Channel attribute-based routing rules through the Tooling API. TRIGGER when: list attribute-routing rules, inspect a WorkSkillRouting rule, create an inactive routing rule, add a field-to-skill mapping, activate a complete routing rule, deactivate a routing rule, or delete a routing rule or attribute. Do not use to create agent skills or routing flows.

When to use

• list attribute-routing rules
• inspect a WorkSkillRouting rule
• create an inactive routing rule
• add a field-to-skill mapping
• activate a complete routing rule
• deactivate a routing rule
• delete a routing rule or attribute

When not to use

• create agent skills
• create routing flows

Skill page

Source