How can I give a degree for agents, so I can categorize the expert agent and less expert and so on, so some calls will goes for the most expert agent while others to less expert agent? Both agents in the same skill group.
Skill = Skill Groups. For example, lets say your most valuable customers call a special number, then you identify those callers and send them to your skill group with the best agents. While everyone else can go to another skill group with a different make up of agents.