Agents in a system can be configured based on their proficiency levels for different services, so that a customer can request a matching agent with a particular range of proficiency. A proficiency level can have any numeric value between 1 to 16. The proficiency level with a value of 1 specifies the most skilled and most competent agent and the proficiency level with a value of 16 specifies the least skilled and least competent agent.

You can define the proficiency of an agent in an attribute set. For a particular agent, there can be multiple valid attribute set combinations. You can configure proficiency for all or few of the valid attribute set combinations. If an attribute set is not set to a specific proficiency, it gets the value from the default value from agent level or system level.

While requesting a resource, clients can specify a proficiency range in the request. The proficiency range contains minimum proficiency and maximum proficiency values, where the numeric value of the minimum proficiency must be greater than or equal to the numeric value of the maximum proficiency. These numeric values must be between 1 and 16. For example, if the maximum proficiency value is 6, then the minimum proficiency value can be any number between 6 and 16.

When a client specifies a proficiency range in a request, Work Assignment selects the agent matching to the specified proficiency range. If no agent is available in the specified proficiency range, Work Assignment selects an agent outside of the specified proficiency range.