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Call routing based on skills

kmacsouris
Explorer
Explorer

‎2024-11-09 01:02 AM

I have a queue that I am building a flow for. The queue has five skills associated with it. I created an agent routing profile for it and I created a skill category and added the five skills.

When building out the flow, I am using the CollectInput widget to act as a menu selection. It has five exits  that are set to map to each skill in the queue. What do I do after this? How do I ensure that the calls are routing to each skill correctly? Do I add a Route to widget and set it to Route to Queue and then set the queue I am using? Or do I have to create a queue for each skill (this would be overkill as the platform I am coming from allows for skill based routing). 

 

I am learning ZCC and for the most part it seems straight forward. Any assistance that I could get would be most helpful.

 

Thank you!

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