> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Set Up Skill Groups for Skill Based Routing

> Before using skill based routing in your call flows, make sure you have set up some skill groups

> [!NOTE]
>
> Learn how to set up proper skill groups in order to get the most out of skill based routing.

**User level**: Admin

***

## Set Up Skill Based Groups

In order to reap the most efficiency out of skill based routing, we want to be using groups. Ideally, we want to create a specific group for every skill. Keep in mind that each group can only have one skill selected, but that agents can be assigned to multiple groups.

### Add Available Skills

1. To add available skills, go to **Settings > Skill Based Routing** in the dashboard. Here we can see skills which currently exist in our account, what groups they are assigned to, and how many agents are logged as having that skill.

   ![The Skill Based Routing page in Settings, listing existing skills](https://mintcdn.com/cloudtalk/60GToHGL127SHeYH/images/Screenshot-2026-10-16-at-14.24.38.png?fit=max\&auto=format\&n=60GToHGL127SHeYH\&q=85\&s=5822cbdfaefd27a544f1ce53a73c94d2)

2. Select `+ Add Skill` to add a new entry. Enter an appropriate **Skill name**.

   ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/f7f5ae00238b-screenshot-2024-12-17-at-15-03-29.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=60ca0e276ad9412d949ce0e30da45852)

### Add Skills to Users Profiles

Once a skill is created in dashboard **Settings**, it becomes available to add to user profiles. It is a best practice to set skills and competency levels at the same time you add new users into CloudTalk.

1. From the dashboard, navigate to **Users**. Add a new user by clicking the **+ icon**, or click the **edit icon** next to an existing agent's information.

2. Under *User Skills*, assign a skill by searching the **Skill Name** and selecting a **Skill Level**: *`None`*, `Insufficient`, `Sufficient`, `Good,` `Very Good`. *Try to be as accurate as possible, since **Skill Level** is used in the routing logic.*

   ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/746648bb09f4-screenshot-2024-12-17-at-15-14-16.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=464cd368ee349c7bd60f268225a75e9c)

### Create Skill Groups

In addition to adding skills to agent profiles, it is also important to create specific groups for each skill. This will make it much easier to design skill based call flows.

1. From the dashboard, go to the **Groups** tab. Click **`+Add Group`** to add a new group.

   ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/8c9dc543bca4-screenshot-2024-12-17-at-15-16-40.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=0420781244a17de5c82da3eece479c68)

2. Give the group a name that accurately describes the associated skill and make sure to **`+Add`** assigned agents with the skill.

   ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/32870597224f-screenshot-2024-12-17-at-15-20-23.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=1fef5a7bfe1fa6ca04d2950ad379ce89)

   1. For any new group, we must set a [ringing strategy](/en/articles/2144031-create-and-manage-ring-groups.md) and other preferences. Next to **Assign a skill for Skill based Routing**, select the skill you want this group to be associated with.

      ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/3e888ee3da75-screenshot-2024-12-17-at-15-21-59.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=e64e7a32a43c973c74d49ea9a36f08d2)

3. *Optional*—New users being added into CloudTalk can also be assigned a group from the **Users** tab (*Edit user > Advanced settings*).

   ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/e4a327b11210-screenshot-2024-12-17-at-15-40-10.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=64e2ac869710b50b93e2b7551a80613f)

4. Once a user has been added to one or more groups, we should be able to see all the assigned groups from their agent preview column within the **Users** tab.

   ![](https://mintcdn.com/cloudtalk/Cdyt2I6w7OABieBC/images/help-center/articles/5799884/0023d97bf7fe-screenshot-2024-12-17-at-15-41-16.png?fit=max\&auto=format\&n=Cdyt2I6w7OABieBC\&q=85\&s=93d1f3aa4d9a0137d5b3b40e86af5d9b)

With this setup in place, you will be able to start using [call flow designs with skill based routing](/en/articles/5802573-skill-based-routing-in-call-flow.md).

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Account Settings Guide](/en/articles/10550593-account-settings-guide.md)
- [Skill Based Routing in Call Flow](/en/articles/5802573-skill-based-routing-in-call-flow.md)
- [Create and Manage Ring Groups](/en/articles/2144031-create-and-manage-ring-groups.md)


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