There are two types of skills: standard skills and interaction property skills. A standard skill is simply a label, such as Basic Tech, that is assigned to a topic. To handle the questions within that topic will require the agent to also be assigned the standard skill. Interaction property skills are based on a specific value for an interaction property. For instance, an interaction property named Operating System might have three possible values – Windows, Mac, and Linux. If a skill is created that references a value for this property (e.g., Mac), then any message within any topic that has that interaction property value (e.g., Mac) will only be routed to the agents that have this skill assigned. Skills that are based on interaction properties are NOT assigned to topics.
In order to have a message assigned via GetNext or Chat, an agent must have ALL of the skills required by an interaction. This includes skills associated with the topic and also the skills specified by an interaction property.