This page is specific to a dynamic delivery routing strategy. If your organization uses a static delivery routing strategy, you can find this information in the static delivery online help.
In the skill profile, you can specify the priority
Skill-based designation of the importance of contacts that determines delivery order. of an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. as it enters the queue through that skill. That priority increases over time, at a rate that you configure. This gives you control over which types of interactions route first.
AI Routing lets you specify a KPI An established metric used to measure agent performance. for each skill. AI Routing focuses routing decisions on meeting the KPI that you chose.