You must disable a skillset before you can change its routing table. For how to disable a skillset go to Disabling a skillset.
To review Routing Table steps
You can review the steps for enabled skillsets.
Click the Day or Night link for the skillset whose routing table steps you want to review.
The Day or Night Routing Table page appears.
Click the Modify link to view the steps.
After you review the steps, click the Close button.
To modify a Routing Table step
You must disable a skillset before you can modify its routing table steps. For how to disable a skillset go to Disabling a skillset.
Click the Day or the Night link for the skillset with the routing table you want to change.
The Day or the Night Routing Table page appears for the skillset.
Click the Modify link for the step you want to change.
The Routing Step page appears.
Make the changes you want to the routing table step.
Click the Submit button.
The changed step appears in the Routing Table list.
Click the Close button to return to the Skillset List page.
To delete a Routing Table step
You must disable a skillset before you can delete its routing table steps. For how to disable a skillset go to Disabling a skillset.
Click the Contact Center heading.
Click the Skillset List link.
The Skillset List page appears.
Click the Day or the Night link for the skillset with the step you want to delete.
The Day or the Night Routing Table page appears for the skillset.
Click the Delete link for the step you want to delete.
A message appears that asks you to confirm the deletion.
Click the OK button.
The step is deleted from the Routing Table list.
Click the Close button to return to the Skillset List page.