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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?.

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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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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1. Create an ACD applet. For information on creating an applet, see Creating an applet. A new ACD applet appears.

2. In Behaviour Type in the ACD section, click Skills Based.
   The ACD page refreshes and ACD only sections are unavailable. The ACD applet is now a UCD applet.
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3. Configure the UCD applet as required. For information on the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
4. To save your changes, click Update.

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