How You Use Skills to Route Your Customers to the Right Team

After you set up users and teams, start refining the flow of your customer engagements using skills and routing rules.

Skills are tags that you can add to your associates along with a numeric indicator of competence. For instance you might create a skill, German Speaking. You can then assign that skill to an associate and indicate the associate's relative skill level. In the case of the Skill Value, a higher number represents higher skill. See Manage Skills.

With skills and skill levels assigned to your users and your users assigned to teams, you can then reference both teams and skills in routing rules to send the engagements to associates with the highest available skill level. See How You Manage Users and How You Manage Teams.