The purpose of Skill-based filtering is to provide an additional layer of filtering to assign work items. Thus, users receive the WI due to SLA (Service-Level Agreement) with proper skills to complete the work item, which is specifically set by the business preferences.
You can accomplish skill-based filtering by changing the behavior of the Get From Pool button while on the Dashboard. When a user clicks the Get From Pool button, the system compares the skill assignment of the top queued work item against that user's list of held skills. Then, if there is a match, the system assigns the work item to the user.
In addition to assigning work items to users with required skills, the system also calculates SLA timings for the work item and the current work item task. The system sorts work items in a pool according to each work item’s priority and calculated Task Target Start Time. This allows the system to assign work items in an order that aligns with the target SLA.
The Skill Priority Pyramid