Within every campaign you can set a skill level for your agents. -9 is the lowest skill level, +9 is the highest skill level. If you are using skill based routing, the agent with a +9 will take significantly more calls than the agent with a -9. These rankings be be extremely helpful, especially when training new employees.
From the Dashboard. Go to Call Center and select Campaigns
Under Show Campaigns, Click on the Action Button and select Settings
Click on Advanced Configurations and then click on Agent Skills
In the Agent Skills settings page, you may now configure your agent’s campaign skill ranking.
The choices that you have are -9 to 9 with 9 being the top level rank (The default ranking for all users is 0 to start with and can be adjusted as needed). Users with a level 9 ranking will receive the most calls, a -9 ranking will receive the least amount of calls.
If both agents have the same skill, you use weight as the determining factor.
Note: Note: Advanced Lead Filter can only be configured if your Dial Method under Outbound Settings is set to Preview Dial or Preview & Inbound and Enforce Lead Ownership is enabled.