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

Skill Levels is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Contact Center > Skill Levels
2. The Skill Management matrix displays 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
   1. Where 10 means the agent is the most skilled
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