{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":34243,"path":"it-service-management/walk-up-experience/walkup-skill-based-routing.md","title":"Configure skill-based routing in Walk-up Experience","bundle":null,"doc_type":null,"release":"australia","body":"\n# Configure skill-based routing in Walk-up Experience\n\nRoute work items to assigned groups. Use skill-based routing to ensure that the right work goes to the right agent depending on the walk-up reasons.\n\nIdentify skills for a specific set of conditions defined for walk-up reasons. Use business rules to automatically add the skills to those types of work items. In the Walk-up Experience application, the work items get automatically assigned to the right agents based on the skills.\n\n-   When a new walk-up interaction is opened trough the check-in portal or booking an appointment, Advanced Work Assignment routes the interactions to agents who have the skill set required to address the reason for interaction.\n-   The administrators must activate **Skill determination for interaction** BR on interaction table for Advanced Work Assignment to route interactions based on the agent's skills.\n-   New interactions opened after the set up are routed to the available agent with the respective skills.\n-   If an agent is unavailable and the interaction does not need any mandatory skills, the walk-up task is routed based on the assignment rule associated with the location.\n\nFor more information, see [Skills Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/skills-management.md)\n\n-   **[Route walk-up tasks to skilled agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/walkup-routing-tasks-to-skilled-agents.md)**  \nUse business rules to automatically route walk-up tasks to the agents based on their skill set.\n\n**Parent Topic:**[Configuring Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/walkup-experience-configuration.md)\n\n"}}