Configuring skill levels
After creating the skill sets, define the individual skill levels.
- Go to Call Center > Configuration > Skill Level. FortiVoice already has a pre-defined list of skill levels, showing varying degrees of skill-progression from junior through intermediate to senior.
- You can use the default skill levels. If not, you have the following options:
- To create your own skill level, click New.
- To change an existing skill level, select it, and click Edit.
For the purpose of this recipe, default levels will be used.