Intelligent Call Routing, also known as ICR, matches customers to the best-suited agent based on the customer's selections from an auto attendant.
Depending on your plan, you may or may not have access to this feature.
For ICR to work, you need to have created skills and assigned them to agents from within the administration portal. Here is a video that demonstrates how to create skills in GoTo Admin: https://youtu.be/tUSATlaF8Jg.
0:52 Locate your dial plans
1:13 Including an Auto Attendant
1:28 Configure Call Info node
2:44 Link to Queue node
3:19 Auto Attendant sound clip
3:53 End Credits