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Assigning Agent Skill Levels in Virtual Contact Center
8x8 Support

Assigning Agent Skill Levels in Virtual Contact Center

Objective 

To assign agent skill levels in Virtual Contact Center. 

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. 

Applies To 

  • Virtual Contact Center
  • Queues 

Procedure 

  1. Log in to VCC Configuration Manager.
  2. Go to Agents.
  3. Click Edit (pencil).
  4. Go to the Queues tab.
  5. Click the Skill Level for the selected queue.
  6. Select the desired value for the skill level of agents to serve the queue.
    VCC Reskin- Queue Skill Level.png
  7. Click Save

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

Additional Information 

With the release of Virtual Contact Center v 9.4.1+, the ability to assign these skills features increased flexibility. 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 the numerical values below following the upgrade to 9.4.1:

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