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How do I set up skills based routing?
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- Create a skill or skills and assign those skills to an agent or agents. For information about creating skills and assigning skills to agents in Skill Management, see Configuring skills in Skill Management.
Tag incoming interactions with required skills. For information about tagging interactions with skills, see How do I tag an interaction with 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 How do I create a skills based router?.
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When you have created skills, assigned those skills to agents, and tagged interactions with the skills that agents require to handle the interactions, you can then route interactions to the best possible agents. For information about creating and assigning skills, and tagging interactions, see Configuring skills in Skill Management and How do I tag an interaction with skills?.
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