Route Chats to Qualified Agents with Omni-Channel Skills-Based Routing (Generally Available)
Route chats to agents based on the skills needed to resolve them. Use skills, agent availability, and skill levels to assign Live Agent chats to an agent who is right for the job. Previously, this feature was in Beta.
Where: This change applies to Lightning Experience. Live Agent is available in Performance and Developer edition orgs that were created after June 14, 2012, and in Unlimited and Enterprise edition orgs with the Service Cloud.