Set Up Skills-Based Routing

Procedure

Step 1

Define the skills. For more information, see Skill Definitions.

Step 2

Define the skill profiles. For more information, see Skill Profiles.

Step 3

Assign the skill profiles to agents. You can assign a skill profile to an individual agent. Currently, you cannot assign a skill profile to a team. For more information, see View the Details of a User.

Step 4

Create a queue with a channel type as Telephony and Queue Routing Type as Skills-Based.

Step 5

Create a flow that defines how to treat the call. For more information, see Create and Manage Flows.

Step 6

Add a Queue Contact activity and select the queue for which Skills-Based Routing is configured. For more information, see Queue Contact.

Step 7

Create an entry point routing strategy and select the flow that you created. For more information, see Create a routing strategy.