Installation guide

Setting up skills-based routing for a queue 3-10
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Configuring skills-based routing for a queue
To configure skills-based routing for a queue
1 Click the Distribution \ Agent Scoring tab in the Queue dialog.
2 Select “Skills-based or custom routing” from the
Agent scoring algorithm drop-down list.
Release 2.0 Service Pack 1
April 2011