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Agent Skill Levels

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Agent skill levels are used to rate the ability of an agent to handle calls in call centers with skill-based routing.

  • An agent skill level is an integer between 1 and 20, where 1 indicates the highest skill level.
  • A skill level is assigned to an agent for each call center with skill-based routing to which the agent is assigned.
  • A skill level is shown as “N/A” for Standard call centers and for call centers with priority-based routing.

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