Skill Levels Overview
Skill Levels in inContact WFMv2 allow you to categorize agents based on their efficiency with a particular skill. Skill Levels can range from 1 (highest) to 10 (lowest), although you do not have to use all available levels. Since you decide how to rank efficiency for your organization, you should plan Skill Levels carefully before creating them in inContact WFMv2.
If your system integrates with the inContact Cloud Contact Center, you should use Skill Levels 1-5 only to match the Skill Proficiency settings for individual users (see Page Details: User Profile Skills Tab).
When you assign Skills to agents, you also assign an appropriate Skill Level. Skill Levels and Contact Groups combine to form Skill Groups, which are used in skills-based scheduling.