To route calls to the most appropriate agent, the rules engine utilizes any criteria you setup for agents. For example, you can set up agent skill set and office location.

Click the "Agent" menu and select "Define Agent Fields".

Once the skill set is defined, you can then set up agent list by clicking the "Agent" menu and then select "Agents". Click "New" to add agent. Choose the appropriate role for the agent from the dropdown box.

Next Topic: Setup Role-based Access To CRM Records