Configuring Skill-Based Routing Queues

Skill-based Routing Queues provide a method of intelligent routing of customers to Workers when they all registered to the queue to handle customer requests. With this skill-based routing capability, the Administrator can ensure that the interaction routing strategy, where customers are associated to workers with the most relevant skills to handle their requests, is based on their availability and skills required.

Digital Engagement Tenants support omnichannel capabilities, enabling integration of Voice, Email, and Webchat channels.

Each channel is fully customizable and operates independently within the same queue.