Skills routing · practice · 12 min full read
The skill topic includes service levels. A service level answers 'how fast is acceptable,' usually as a percent of contacts answered inside a number of seconds. It does not, by itself, reorder the queue. Priority does the ordering. The scoreboard tells you if the ordering and the staffing worked.
A blend that steals agents will miss the inbound service level even when the skill is configured perfectly. The scoreboard is how you prove the steal rule.