How to tell the system which queues individual agents can deal with

1. In the Settings menu, choose the Queues & Skills tab.

2. Choose Skills in the left menu.

3. Click the '+' icon at the bottom right of screen.

4. Name the Skill & enter a description if needed.

Skills can be used on multiple queues.

E.g. If there are 2 queues, Sales_UK Sales_US  a single Sales skill could be created and linked to both queues. This would mean that agents with the Sales skill could deal with quereis from both queues.

It is very common for Skills to have a 1:1 relationship with Queues.


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