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Traditionally calls are routed to the longest waiting agentvoice-function-enabled user. With skills based routing, the call center routes all types of interactions, including calls, to the agents users who are best equipped to handle the interactions.
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| You must have skills based routing enabled for your account to use this feature. |
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For information about using skills based routing, see Setting up skills based routing.
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| borderStyle | solid |
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| title | In this section |
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