If you use skills-based routing, where is the agent selection criteria defined?
A. in the Contact Service Queue definition
B. in the Resource definition
C. in the Skill definition
D. in the Skill Group definition
Answer:A
If you use skills-based routing, where is the agent selection criteria defined?
A. in the Contact Service Queue definition B. in the Resource definition C. in the Skill definition D. in the Skill Group definition