Routing Part 1: Assign skills to your Flex agents

Once you have a basic Flex account set up, you can start adding task queues and setting up skills for your agents. In this two-part tutorial, we'll walk through configuring Skills, Task Queues, Workflows, and Studio Flows to enable skills-based routing for your Flex application.

Define Your Skills

To get started, we will first configure our skills from the Flex Admin view in the Flex UI.

Log in to Flex as an administrator (via flex.twilio.com or by launching Flex from the Twilio Console). Select the Admin view from the left nav and then click Skills.

supervisor or admin role will be able to modify the skills for the contact center users.

To start, select Teams View by clicking on the People icon in the left nav: