Skills are used to ensure incoming questions and tickets are routed to the correct agents. Skills are assigned to topics, and agents are limited to messages where their skills match ALL of the skills assigned to a message's topic. Skills are not required for implementations of iService that do not need skills-based routing. If skills are not used, CSRs will be allowed to receive any inbound message for all segments to which they are granted access. Keep in mind that adding a skill to a topic will prevent CSRs from receiving messages from that topic, unless the agent also has the corresponding skill.
