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You're setting up skill-based routing for your organization. You need to ensure that conversations are automatically distributed to any representative who has capacity and availability if skill-based routing is unable to find arepresentative who meets the minimum proficiency requirements. What matching logic should you specify?
Exact Match
Similar Match
Closest Match
First Match
Which one of the following features is used to define a representative's proficiency in a specific skill?
Skill type
Role
Rating model
Capacity
At what point are skills and proficiency levels assigned to a conversation?
When the conversation is initiated
During the initial routing process
After it's routed to a queue
During the distribution process
You must answer all questions before checking your work.
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