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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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Configuring CyCX - Configuring a Queue - The Other Tab for Specialised CustomisationConfiguring CyCX for Web Chat