The purpose of skill-based filtering is to provide an additional layer of filtering to assign work items at the right time to meet SLA's to users with proper skills to complete the work item.
You can accomplish the skill-based filtering by changing the behavior of the Get From Pool button on the user dashboard. When you click the Get From Pool button, the system compares the skill assignment of the top queued work item against the user's list of held skills and assign the work item to the user if there is a match.
In addition to assigning work items to correctly skilled users, the system also calculates SLA timings for the work item and the current work item task. The sort order of the work items in a pool is determined by the work item priority and the calculated work item’s Task Target Start Time. Thus, users can get work items in the correct order to best meet the target service-level agreement (SLA), which is specifically set by the business preferences.
The Skill Priority Pyramid
Information: In addition to assigning WIs to the correctly skilled users, the system also calculates timings for a WI and the current WI task. Work Items are sorted by the WI priority and calculated Target Start Time of Work Item's Task. Users are assigned WIs in the correct order according to the SLA.