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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.
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Completed
Administrator on 7/4/2023 3:11:55 PM
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