How To - Skill Management
Skills let a queue route calls to agents who match a required skill tag, instead of any available agent.
Routing Strategies
- Skills-Based (Loose) - Tries to send the call to an agent matching the skill defined for the queue. If no matching agent is available, the call goes to the next available agent (any skill).
- Skills-Based (Strict) - Sends the call only to an agent matching the skill defined. If no matching agent is available, the call is escalated instead of going to a non-matching agent.
Routing strategy is set per-queue.
Assigning Skills to Agents
- Skill tags are created and assigned to agents by account administrators (not available to standard managers).
- The Members page in the Call Center app shows each agent's assigned skills in the member list view.
