Queue Skills
Navigate to Queues & IVRs | Queues | Select queue | Edit | Enable Skills Routing | Select Routing Type.
Routing types for Skills:
| Routing Type | Description |
|---|---|
Serial | Alerts are sent to agents based on best match to least match. In case of equal agents, they are alerted in a system generated random order. |
Longest Idle | Alerts are sent to agents based on best match to least match. In case of equal agents, they are alerted based on longest idle. |
Navigate to the skills tab | select the required skill category(s) | On a scale of 1 - 1000, set the level of importance for each skill category in the field below each category.
More than one skill category can be set to a high level of importance. For example, you would like to route all calls to an English speaking agent in the sales department.
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