This feature will route specific calls or leads to agents based on the number of conditions. For example, if you want to do state-based routing, you can create State as a skill and then assign the appropriate Skills at the agent level.
Note: You'll have to set up a campaign of type "Skill Routing" and set up the Skill Routing Overflow settings in the Call Routing tab.
From the Admin dashboard, click on Call Center and select Skill Routing.
Click on Add Routing Skill button.
Configure Routing Skill.
Name - Name of the Routing Skill.
Route calls with no data - If it set to Yes, the field with no data will be transferred to the agent. Is it set to No, the system will route the call to the agent based on the configured values.
Lead Form Field - Select a field that you to use for routing.
Values - Add data or value for the field (click on Add button to add multiple entries).
Click on Create button once done.