Queue Skills
Navigate to Queues & IVRs | Queues | Select queue | Edit | Enable Skills Routing | Select Routing Type.
Routing types for Skills:
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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