In AWA routing, can agents be ranked based on the skill and skill level to select the best agent to service the incoming ticket?Issue In AWA routing, can agents be ranked based on the skill and skill level to select the best agent to service the incoming ticket?ReleaseAnyCauseSkill levels can be evaluated and used in assignments starting in Vancouver, but more as a threshold, not really on a "the higher, the better" scale. As an example, say a task is routed and has a certain skill attached to it, at a "medium" level (say "low", "medium", and "high" are possible for this skill). An agent with the skill at "medium" level meets the threshold, so it will be preferred for this item over an agent with the skill at "low" level. However, an agent with the skill at a "high" level will be given equal consideration as an agent at "medium", because both are skilled at a high enough level. The threshold will be whichever skill level is set on the task_m2m_skill or interaction_m2m_skill record. Any skill at or above that level will be considered to meet the requirementResolutionUnfortunately, this does not seem possible to rank agents in AWA. If this is something the customer needs then we recommend reaching out to the idea portal. You will have to submit this enhancement request using our idea portal as per the following kb guidelines KB0755878