A skill is something an agent can do - Spanish, billing, tier 2. Give a queue a required skill and
callers are offered to the agents who have it, best first. Proficiency runs 1 to 5.
Not strict means if nobody with the skill is free the call still goes to whoever is available,
rather than waiting. Strict means only skilled agents may take it.
Skills
Give an agent a skill
Require a skill on a queue
Strict - only agents with this skill may take the call