Set up queue-based (skills-based) routing

Here's an overview of the steps to set up queue-based routing:

• Create the queues, for example, one for each skill you want to use for routing.

• Create the routing profiles:

  • Specify the channels supported by this routing profile.

  • Specify the queues: the channel, priority, and delay.

• Configure agent settings to assign the routing profiles to them.

When you create your flows, you'll add the queues to them. If a contact chooses to speak to an agent in Spanish, for example, they will be routed to the Spanish Reservations queue.

For information about how routing works, and queue-based routing, see these topics:

• How routing works with multiple channels

• Concepts: Queue-based routing