Skill Level lets you selectively override the overall IntelliAssign conversation limit settings. If you want to have higher active conversation limit for your experts or lower that limit for your newbies, you can do so by adding and enabling skill levels. This also introduces the possibility of setting a conversation limit for each team member.
How to add/enable skill levels?
You can add custom skill levels to suit your needs or edit and enable existing skill levels, and assign team members. By default, there are three levels: Beginner, Intermediate, and Expert.
To enable or disable a skill level, use the Enable/Disable toggle.
To add a custom skill level
- Click + Add Skill Level.
Enter the details in the Add Skill Level pop-up box.
- Click Save.
To edit or delete a skill level
Hover your mouse pointer over the respective skill level.
- Click Edit or Delete.