Capacity Profile
Allow more than one profile capacity to be usable on a workstream
Please allow skill-based routing for PVA agent transfer with Omnichannel
It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.
You can configure route-to-queue rules for PVA to escalate to the right queues. This should be able to address the scenario highlighted. Please let us know if there are any other requirements you are looking for. Refer - Configure route-to-queue rules | Microsoft Learn
Thanks,
PM, Microsoft
Administrator
Hello,
Thanks for your input!
You should be able to achieve this using the following documentation - Capacity Profiles
Thanks,
Prathmesh Todakar
Product Manager, Microsoft