Language-based agent routing functionality

Business problem

Current routing rules allow conversations to be directed to specific teams based on language, but cannot target individual agents. For a multi-lingual team (English, Portuguese, Spanish, and Russian), this makes it difficult to ensure that a customer speaking a specific language is immediately connected to a qualified agent who is currently online.

Wished result

The ability to route conversations to specific agents based on their language skills and online status. Specifically, if a language-matching agent is online, the ticket should be assigned to them directly; if no specialist is available, the ticket should fall back to the general CS or Sales team queue.