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 ('Queue Mode') configured in the General queue tab, ‘Agents’ > Queue Mode .
Skills Based Routing works by checking the skill level that Agents are assigned and then routes the call to the agent with the highest skill level available.
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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.__name=22.jpeg?version=1&modificationDate=1589769122697&cacheVersion=1&api=v2&height=400)
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For other Configuring a Queue Tabs see here:
Configuring CyCX - Configuring a Queue - The General Admin Tab
Configuring CyCX - Configuring a Queue - The Agents Tab
Configuring CyCX - Configuring a Queue - The Skills Tab
Configuring CyCX - Configuring a Queue - The Schedule Tab
Configuring CyCX - Configuring a Queue - The Announcements Tab
Configuring CyCX - Configuring a Queue - The Completions Tab
Configuring CyCX - Configuring a Queue - The Overflows Tab
Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation