Queue

The Queue Step will direct the caller to the Agent with the skill listed.
Click on the emtpy text field and choose a skill from the dropdown menu.
To populate the dropdown menu with skills, they must be added on the main dashboard.
Once the Skill is added from the main dashboard, then the corresponding Agent must be assigned that skill with the appropriate compentency level. From the Queue Step, you may now select that skill and assign that part of the Call Flow.