Traditionally calls are routed to the longest waiting agent. With skills based routing, the call center Vonage Call Center routes calls and other types of interactions to the agent who is best equipped to handle the interactionseach interaction. For more information about skills based routing, see Skills based routing.
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Your Skill Tagger must be part of a complete interaction plan that ends with an Automatic Call Distributor (ACD) applet. This ACD applet must behave as a skills based router, that is, a Universal Contact Distributor (UCD) applet. For information on UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.