Spring24 Admin Guide

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The Agent Skill feature allows managers to classify agents for preferential routing of inbound or outbound traffic, based on an attribute the agents might possess, the type of clients they handle, or their proficiency (level of expertise) handling certain call traffic.  

A skill assigns the routing priority or limits the routing to specific agents. These skills are assigned to exit points of a contact flow and can represent an agent’s variable ability to handle customer language, business line, value of account, or other factors. For example, managers can assign skills based on multi-language capabilities or strong collection experience and link them to accounts that require these qualifications. The logic that specifies which accounts or calls use a given skill is defined at the message level and is applied based on the service group type of the service contributing to the call traffic.

You can map skills/agent associations by skill or by agent for ease of use.

Mapping by Skill

  1. To specify agents assigned to a skill, navigate to Configure > Agents > Agent Skill. This is useful for when a new skill has been created and many agents need to be added.
  2. Double-click on the Agent Skill row to map agents to the selected skill. The following window is displayed.
  3. Search for the required agent(s).
  4. Select one or multiple agents from the Available Agent(s) column and transfer the agent(s) to the Assigned Agent(s) column using the arrows. Click the single right arrow to move the selected agents to the Assigned Agent(s) column. Select the double right arrow to move all agents to Assigned Agent(s) column.
  5. Click the Ok button and then the Save button.

Mapping by Agent

To assign an agent to the selected agent skill:

  1. Navigate to Configure > Agents > Agents. Double-click the required Agent row. 
  2. Select the Agent Skill tab.
  3. Select a proficiency level. Proficiency 1 is the highest (receives calls first) while 10 is the lowest.
  4. Click on the skill from the Available column to move the skill to the Assigned column. Click the Assign All and Remove All buttons to move all the skills from one column to the other.
  5. Click the Save button.