Depending on the particular industry, the number varies based on each organizations' unique needs, but typically there are between 20-75 skills per agent, with expert-level agents having high proficiency in as many as ten or even more skills, most agents strongly proficient in a few skills each, and most agents overall having lower levels of proficiency in multiple other skills, sufficient for providing backup during high-volume calling periods. Of course, changes in skills and proficiency levels must be monitored and modified in ICR system agent and group data. It's important not to define skills too generally or too granularly, in order to optimize logic of your system's call routing process. For easier skills modifications over time, you may consider soft-coding the skills or simply referencing the agent skills types as routing logic variables, and either data-dipping into your employee database or executing a look-up in a separate skills table file.