Skills are created and assigned in GoTo Admin. They can efficiently match suitable agents with callers according to the caller's selections before entering a queue.
For example, you can create a skill like "Spanish" and assign it to agents who speak that language. When a caller reaches your auto-attendant, they can select to talk to someone who speaks Spanish, and then the calls would only be routed to agents with that skill.
If you want to learn more about how skills can be used with Intelligent Call Routing (ICR), please view this video: [ Ссылка ]
0:00 Introduction
1:12 Navigate to Skills Assignment
1:31 Assign a skill to agents
2:21 Remove a skill from an agent
2:32 Filter options
2:52 Create a new skill
3:24 End credits
