Omnichannel Routing (OCR) currently uses two criteria to decide which agent to assign work to - the agent's spare capacity and their status (e.g. online of offline). This EAP adds a third criteria for routing a ticket: the agent's skills. By adding skills to OCR, customers are able to ensure that if a ticket requires certain skills to solve it, the routing engine will only assign it to an agent with those skills.
This should result in faster time to resolution for support tickets, as agents will utilise their skills to solve the ticket faster.