This section describes how you can manage the skills assigned to agents. A skill assigns routing priority to certain agents over others or completely limits routing to specific agents. These skills are assigned to exit points of an interactive voice response (IVR) through the Messages editor and represent an agents' ability to handle customer language, business line, value of account, or other factors. Expand below to learn more:
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You can use Filter option for view and edit agent skills and their mappings. Search options include: Character, Numerical, and Special charaters (_, -, *, so on) values. |
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You can view all added agent skills in the Agent Skill editor. The basic settings are defined here.
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