Concepts: Queue-based routing
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.
