Yeah, I totally get why you are stressed. Keeping manual skill levels updated for 20 people sounds like a total nightmare. I agree with the previous post that native toggles are basically nonexistent in most platforms, but you definitely have options if you are willing to look at middleware. I have been using Five9 Intelligent Cloud Contact Center for a while now and honestly, the way it handles dynamic distribution through their API is solid. It works well if you have your KPIs pulling into a data warehouse first. Basically, we set up a simple script that pushes the performance stats back into the routing engine every night. It requires a bit of dev time initially, but once it is running, I have zero complaints. If you want something a bit more off-the-shelf, check out Salesforce Service Cloud Enterprise Edition. It has the best ecosystem for this kind of automation. You can use Flow Builder to change routing attributes automatically based on fields in the record. It is much cleaner than messing with manual adjustments every week. Just make sure you are tracking the right metrics so the routing does not go haywire during a spike. Seriously, stop doing it by hand, you will save so much time and your team will actually get the tickets they are best at handling.

@Reply #2 - good point! Tbh, middleware is the way. I used Five9 Intelligent Cloud Contact Center to automate routing updates. It was a lifesaver for my team's metrics.

> I have to get this sorted by the end of the month since we're scaling up. In my experience, you wont find a native toggle for this. Honestly, I use Talkdesk Enterprise Cloud Contact Center for its routing logic. It handles dynamic skills if you feed the API correctly. Youll need to script the KPI sync, but it saves hours compared to manual updates. Scaling manually is a recipe for disaster tbh.