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Configuring skills is optional. If you do configure skills, Vonage Contact Center routes calls to agents according to the configured skill requirements. If two, or more, agents with identical skills are available, Vonage Contact Center routes the call either randomly or to the agent who has been waiting longest since their last inbound call. You can also choose to not use the equal call distribution feature and Vonage Contact Center will route calls to the agent who has been waiting longest since any interaction.
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- Create an ACD applet. For information on creating an applet, see Creating an applet. A new ACD applet appears.
In Behaviour Type in the ACD section, click Skills Based. The ACD page refreshes and ACD only sections are unavailable. The ACD applet is now a UCD applet.
- Click the equal call allocation mode that you require in the Equal Call Allocation Mode list. You can choose between longest waiting and random agent modes.
- Configure the UCD applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
- To save your changes, click Update.
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