Administrators can assign different skill sets to users to classify what skill sets a specific agent possesses and at what level. Each organization can configure skills that are specific to their industry.
- Navigate to the console's Routing section and select Skills, then Create Skill.
- Enter a Skill Name and indicate whether a skill level is required. Then, using numbers ranging from 1 to 100, enter the Min and Max levels. To save, click "Create Skill".