Question 1
(Topic 1)
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Select an option, then click Submit answer.
- ○ Associate agents directly with the queue.
- ○ Assign call distribution groups to queues.
- ○ Assign skill profile directly to agents.
- ○ Associate skill criteria to the queues.
- ○ Assign skill criteria to the agent teams that are grouped into call distribution groups.
