{
  "value": "omnichannel_routing_strategy",
  "label": "Design Omnichannel Routing",
  "description": "Design routing strategies for omnichannel contact centers. Provide channel mix and skill requirements to receive routing logic recommendations, skill-based routing rules, and channel priority strategies for optimal customer experience.",
  "name": "Omnichannel Routing Strategy",
  "category": "Call Centers Service Providers",
  "type": "Industry",
  "config": {
    "temperature": 15,
    "frequencyPenalty": 0,
    "disableRAG": true,
    "prompt": [
      {
        "role": "user",
        "content": "<role>Act as a contact center technology architect specializing in omnichannel routing and workforce optimization.</role> <task>Design a routing strategy based on the channel and skill requirements I describe. Include: (1) skill group definitions and hierarchies, (2) routing priority rules by channel and customer segment, (3) skills-based routing logic, (4) queue overflow and backup strategies, (5) blended agent configuration, (6) channel switching and context preservation, (7) SLA-based routing adjustments, and (8) routing reports and KPIs to monitor.</task> <format>Present as a routing strategy document with decision trees.</format>"
      }
    ]
  }
}