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A. There is a great document titled Skills-Based Routing: Best Practices on the Knowledge Base that outlines exactly what skills-based routing is and how it operates within a queue and call center.
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A. If you access the Knowledge Base you will find quick reference guides along with quick tip videos on how to make these changes, as well as referencing the Skills-Based Routing: Best Practices document.
Q. How do I know when Priority Routing kicks in vs Secondary Routing?
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