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To use skills based routing, you must perform the following tasks:

• Create a skill or skills . For information about creating skills in Skill Management, see Creating a skill.Assign the skill or skills and assign those skills to an agent or agents. For information about about creating skills and assigning skills to agents in agents in Skill Management, see Assigning a skill to one or more agentsConfiguring skills.

• Tag incoming interactions with required skills. For information about tagging interactions with skills, see Tagging interactions with a skill or skills.

  Note
  If you are using ContactWorld in Salesforce, you can tag cases with skills before arriving in ContactWorld. For information about tagging cases with skills in Salesforce, see Updating a workflow rule to tag a case with required skills.

  
  

• Create an ACD applet that behaves as a UCD applet, that is, a skills based router. For information about creating a UCD applet, see Creating a skills based router.

When you have set up skills based routing, you can check live routing of interactions to agents and check for any issues using the Live Data Capture (LDC) tool. For information about using the LDC, see Using the Live Data Capture tool.

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