What is skills-based routing?
Traditionally calls are routed to the longest waiting voice-function-enabled user. With skills-based routing, the call contact center routes all types of interactions, including calls, to the users who are best equipped to handle the interactions.
| Note |
|---|
| You must have skills-based routing enabled for your account to use this feature. |
...
For information about using skills-based routing, see Setting up skills based routing.