Objective
Assign agent skill levels in 8x8 Contact Center.
Applies To
- 8x8 Contact Center
- Configuration Manager for Contact Center
- Queues
Procedure
Agents working in Contact Center are assigned skill levels to serve a queue. The skill level determines the routing of interactions within a queue. 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.
- Log in to Configuration Manager for Contact Center.
- Go to Agents.
- Select Edit (pencil icon).
- Go to the Queues tab.
- Select the Skill Level for the selected queue.
- Select the desired value for the skill level of agents to serve the queue.
- Select Save.
You can also assign skill levels by navigating via the Queues option in the main navigation menu.
Additional Information
Skill levels are represented with ten numerical values ranging from 10 to 100, in increments 10 (10 is the lowest level, and 100 is the highest).