Skill-based routing allows you to direct interactions to the most qualified Agents. To use this feature, Skills must first be created via Explorer > Settings > Skill.

Create a New Skill

1. Click in the left pane Explorer on Settings > Skills. The existing Skills are displayed.
2. To create a new Skill, click Add, then enter the Skill name and select whether it is mandatory (Yes/No):
   • Description: The name of the Skill.
   • Language code: Select a language code if this Skill is used for email routing within a rule that applies Language as a Skill (defined in the Supervisor Email configuration).
   • Mandatory: Define whether the Skill is mandatory.
3. Click Add to save your changes.

See the article Skills-based routing for more conceptual information on how skills can be implemented into your contact centre.