Configuring
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CyCX - Configuring a Queue - The Skills Tab
Skills
The Skills tab allows the skills based routing feature to be enabled for call distribution. If skills based routing is used, only the agents with the available skills can be added to the queue. Skills based routing has higher priority compared to the queue distribution mode configured in the General queue.
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Skills can be assigned to the queue by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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