Queue-based routing to route customers to
a specific contact center agent
In your business, you might want to route customers to specific agents based on certain criteria, such as the skill of the agent. This is called queue-based routing, also known as skills-based routing.
For example, an airline might have some agents who handle reservations for English-speaking customers, others who handle Spanish-speaking customers, and a third group that handles both types of customers, but only over the phone.
The following illustration shows you can:
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Assign the same routing profile to multiple agents.
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Assign multiple queues to a routing profile.
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Assign a queue to multiple routing profiles.
For an overview of the steps to set up queue-based routing, see Set up queue-based routing.
