Configure skill-based routing in Walk-up Experience

concept brazil Updated Sep 10, 2026 1 min read walkup-skill-based-routing.md

Route 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.

Identify 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.

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.
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.
New interactions opened after the set up are routed to the available agent with the respective skills.
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.

For more information, see Skills Management

Route walk-up tasks to skilled agents
Use business rules to automatically route walk-up tasks to the agents based on their skill set.

Parent Topic:Configuring Walk-up Experience

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---
title: Configure skill-based routing in Walk-up Experience
description: Route 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/walk-up-experience/walkup-skill-based-routing.html
release: brazil
product: Walk-Up Experience
classification: walk-up-experience
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Walk-up Experience, IT Service Management]
---

# Configure skill-based routing in Walk-up Experience

Route 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.

Identify 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.

-   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.
-   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.
-   New interactions opened after the set up are routed to the available agent with the respective skills.
-   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.

For more information, see [Skills Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/servicenow-platform/skills-management.md)

-   **[Route walk-up tasks to skilled agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/walkup-routing-tasks-to-skilled-agents.md)**  
Use business rules to automatically route walk-up tasks to the agents based on their skill set.

**Parent Topic:**[Configuring Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/walk-up-experience/walkup-experience-configuration.md)