Overview

Agents working in Virtual Contact Center are assigned skill levels to serve a queue. The skill level determines the routing of interactions within a queue. Virtual Contact Center attempts to direct interactions to an agent with a higher skill level before directing them to an agent with a lower skill level. 

With the release of Virtual Contact Center v 9.4.1+, the ability to assign these skills features increased flexibilty. The skill levels are now represented with ten numerical values ranging from 10 to 100, in increments 10 (10 is the lowest level, and 100 is the highest). Skill levels set via the previous Low/Medium/High rating system are mapped with following numerical values following upgrade to 9.4.1+:

  • Low: 20
  • Medium: 50
  • High: 80

To assign skill levels to agents

  1. Log in to Configuration Manager.
  2. Go to Agents.
  3. Select an agent to edit.
  4. Go to the Queues tab.
  5. Click the Skill Level for the selected queue.
  6. Select a desired value for the skill level of agents to serve the queue.
  7. Save the changes.

You can also assign skill levels by navigating via the Queues option in the main navigation menu.