Create a Point of Contact for a Work Item

Required security profile permissions: Points of Contact Create

1. Click Routing → Points of Contact.
2. Click Create New and select Single Point of Contact.
3. For the Media Type field, select Work Item.
4. Enter a value in the Name field.
5. Select the Skill you want to handle the work item.
6. Select the work item Script through which the work item should be routed.
7. (OPTIONAL) Select the IVR Reporting Enabled check box.
8. Click Create Point of Contact.