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 Skills
In the 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 (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. 