Each agent can be assigned a skill level between 1 and 10 for any skill group. A blank value indicates the agent is not assigned to that skill group and will not receive interactions from it.

Skill levels work in conjunction with the routing algorithm configured on each skill group. Depending on the algorithm, higher-skilled agents may be prioritized to receive calls first, reserved as overflow, or rotated equally alongside others.

Accessing Skill Levels

1. Log into Xima CCaaS with an account that has Supervisor or Admin permissions
2. Navigate to Contact Center > Skill Levels
3. The skill management matrix will display all licensed agents as rows and all configured skill groups as columns

Assigning an Agent to a Skill Group

1. Locate the agent's row in the matrix
2. Under the appropriate skill group column, enter a skill level between 1 and 10
3. A blank cell means the agent is not assigned to that skill — entering any value enrolls them
4. Click Save to apply all changes

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Agents must be licensed before they appear in the Skill Levels matrix

Licensing is managed under UC Phone Licensing or Agent Licensing.