Contact Center skillsets answer and distribute calls to agents as they become available. Skillsets hold calls for different Contact Center departments such as sales and technical support. The default number of skillsets is zero. You purchase the number of skillsets you require up to a maximum of 50 for BCM 4.0, and 30 for BCM50 2.0.
Configuring a skillset involves:
setting up skillset properties
assigning agents to a skillset
setting up the Routing Tables
assigning the Service Mode
setting up Intelligent Overflow
disabling the skillset if you want to change the skillset properties
unconfiguring the skillset if you want to delete its properties