Overview
It provides control over how skills are defined, how agents are ranked within them, and how call handling behavior is configured per queue.
Together, these tools determine how interactions reach the right agents, under what conditions, and with what caller experience while waiting.
Assigns agents to skill groups and defines their proficiency rating within each group. Skill levels directly influence which agents receive interactions based on the routing algorithm configured on the skill.
Creates and configures skill groups, including routing algorithms, queue behavior, announcements, overflow settings, and channel-specific options such as voice, web chat, and queue callback.