Smart Routing EAP 2 for Teams

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Introducing EAP 2 for Smart Routing: Skills, Skill-Based Routing, and Service-Based Smart Routing for Teams.

We are expanding Smart Routing as an upgrade to the current Workforce Management routing experience. Today, Workforce Management routing primarily helps route work to the right assignee. With Smart Routing EAP 2, teams can go further by routing requests based on skills, services, agents, teams, and request types. 

This means admins can define the skills required to resolve work, map those skills to services and agents, and route incoming requests to the people best suited to handle them. Similarly, services can be mapped to the right teams and request types, enabling team-based routing that gets work to the right team faster.

We are also conducting an AMA to explain more about this.

AMA signup link: Link

EAP signup link: Link

What is new in EAP 2?

• Skills: Create and manage skills that represent the expertise needed to handle specific types of work.

• Skill-to-agent mapping: Map skills to agents so requests can be routed to people with the right expertise.

• Skill-to-service mapping: Connect skills to services so routing decisions can consider the type of service involved.

• Service-based team routing: Map services to the right teams and request types so work can be routed to the best team, not just an individual assignee.

• Smarter routing decisions: Combine service, request type, team, and skill information to route work more accurately.

Why this is an upgrade from current Workforce Management routing

Current Workforce Management routing focuses on routing work to an assignee. EAP 2 expands this model by introducing more context into the routing decision.

Current Workforce Management routing	Smart Routing EAP 2
Routes primarily to an assignee	Routes using skills, services, agents, teams, and request types
Limited context for routing decisions	Uses service and skill context to identify the right destination
Best suited for assignee-based routing	Supports both skill-based and team-based routing
Manual setup may be needed to keep routing accurate	Designed to make routing more scalable as teams and services grow

How skill-based routing works

1. Create the skills that represent agent expertise, such as billing, onboarding, technical troubleshooting, compliance, or product-specific knowledge.

2. Map skills to the agents who have that expertise.

3. Map skills to the services where that expertise is required.

4. When a request comes in, Smart Routing uses the service and skill information to identify the right agents.

5. The request is routed to an agent who is better matched to the work.

How service-based Smart Routing for Teams works

1. Map services to the teams responsible for them.

2. Connect services to relevant request types.

3. When a request is raised, Smart Routing evaluates the service and request type.

4. The request is routed to the right team based on the service ownership and request context.

5. The team can then manage assignment within their workflow.

Example use case

Imagine a support organization that handles billing, technical support, onboarding, and account management requests. With EAP 2:

• Billing-related skills can be mapped to agents who specialize in billing questions.

• Technical troubleshooting skills can be mapped to agents with deeper product expertise.

• Onboarding services can be mapped to the onboarding team.

• Request types can be connected to services so requests reach the correct team from the start.

Instead of every request being routed only through assignee-based logic, Smart Routing can use the service, skill, team, and request type context to send work to the right destination.

Who should join the EAP?

This EAP is a good fit for teams that:

• Currently use Workforce Management routing and want a more advanced routing model — or don't use it yet but want to get started with skill-based or service-based routing.

• Need to route work based on agent expertise or specialized skills.

• Manage multiple services across different teams.

• Want requests to go to the right team based on service and request type.

• Have AI enabled and are ready to try Smart Routing capabilities.

Join the AMA

We are hosting an AMA to explain how Smart Routing EAP 2 works, including how to create skills, map skills to services and agents, configure service-based routing for teams, and understand how requests are routed.

During the AMA, we will cover:

• What is included in EAP 2.

• How skill-based routing works.

• How services can be mapped to teams and request types.

• How this upgrades the current Workforce Management routing experience.

• How to get started with setup.

• Questions from customers and admins interested in joining the EAP.

AMA signup link: Link

EAP signup link: Link

Call to action

If you are using Workforce Management routing today and want to try smarter routing based on skills, services, teams, and request types, sign up for the AMA and register your interest in Smart Routing EAP 2.

We will use the AMA next week to walk through the end-to-end setup and answer questions about how the whole routing experience works. Exact date and time will be shared soon.