Once the EAP is applied to your account, you will see a checkbox in your routing configuration screen. It will be be off by default. Before switching it on, you should confirm that you have the correct skills setup, that your agents have been assigned the correct skills and that you have the correct skills rules which will add the skills to tickets. See here for more details on best practices on setting up skills.
How do I switch it on?
We are part of the EAP program and have Skills assigned to agents and have Omnichannel turned on, but when I click on Initial routing configuration I see only the Reassignment timing. Please advise.
Hi Denise, let me check this out
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