With EAS-PHD, you can assign up to 120 skills to an agent ID. For each skill, assign one of the 16 skill levels, with 1 being the highest skill level and 16 being the lowest skill level.

If calls are waiting for some of the agent skills and the agent call-handling preference is skill level, the agent receives the call that requires the highest-priority skill. For an agent, the first-administered, highest-priority skill is known as the top skill of the agent. The top skill represents the skill for which the agent is most likely to receive a call.

If an agent call-handling preference is greatest need, the top skill is not useful, because the agent receives the highest-priority, oldest call waiting that requires any of the agent skills, regardless of skill level.