Skill-Based Routing

Skill-Based Routing

Skill-based routing automatically assigns conversations to agents whose Skills match the requirements of a routing rule.

How it works

1. A conversation arrives.
2. Winora evaluates routing rules in priority order.
3. If a rule matches and has Required skills, Winora filters the available online agents to those who have all the required skills.
4. The conversation is assigned to the matching agent with the fewest open conversations (load-balanced).
5. If no agent has all required skills, the rule is skipped and the next rule is tried.

Setup checklist

• Assign skills to agents (Team → agent profile → Skills)
• Create routing rules with Required skills set (Settings → Routing)
• Test by triggering a new conversation and checking the assignment

Combining with groups

A rule can require skills and restrict to a group simultaneously. Only agents who are in the group and have the required skills will be eligible.