Skill Categories - When and why would you use various categories?

Hello!
Skills based routing really comes into play when you have agents with different skillsets serving your incoming calls.  For example, you may have a skill of 'account retention' to serve incoming calls for customers looking to cancel.  You'd rather have your higher skilled agents serve those calls, but if they're all occupied, you can still have a lower skilled agent take the call.

Going further with the same example, your flow could determine if you have a long standing customer, or high value customer, calling in to cancel their services, you could make sure they go to an agent with the highest skill in account retention. 

It all depends on what types of situations you're serving with your contact center and how varied your agent's skills are.

Hope that helps and please make sure to mark the solution as accepted if this information is what you needed.

Thanks! Rick