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Skills-based routing

Skills-based routing

Apr 22, 2024

What is skills-based routing?

Traditionally calls are routed to the longest waiting voice-function-enabled user. With skills-based routing, the contact center routes all types of interactions, including calls, to the users who are best equipped to handle the interactions.

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.

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