Traditionally calls are routed to the longest waiting agent. With skills based routing, the call center routes all types of interactions, including calls, to the agents who are best equipped to handle the interactions. For more information about skills based routing, see 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 User Admin, see Configuring skills.
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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