U17 Pop-Out Help

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This section allows you to manage skills and the agents assigned to skills.  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 IVR through the Messages editor and may represent an agents' variable ability to handle customer language, business line, value of account, or other factors.  Expand below to learn more:

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titleViewing List of Agent Skills

You can view all added agent skills in the Agent Skill editor. The basic settings are defined here.

  • ID: System assigned identifier and unchangeable.
  • Name: Assigned by you to keep track of your agent skill's purpose.
  • Description: Description for the agent skill.


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titleAdding Skills
  1. Select Click Add Agent SkillbuttonImage Added.
  2. Type in a Name to help keep track of this Skill.
  3. Optionally add a Description to further understand purpose of Skill.
  4. Assign agent(s) and Proficiency from Agent Mapping section. See Assigning agents to Skills below for details.
  5. Select OK then Click Save button Image Added.


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titleAssigning agents to Skills

A skill without agents will offer no preferential routing. Agents can be mapped while the Skill is being created or by double-clicking an existing Skill. Move eligible agents to the right column by:

Select one or multiple agents from the Available Agent(s) column.

  1. Choose Proficiency for selected agentsagent. 1 receives calls first, then 2, then 3, etc.
  2. Click single right arrow to move selected agents to Assigned Agent(s) column. Choose double right arrow to move all agents to Assigned Agent(s) column.an agent from the Available column.
  3. Click Save button Image AddedSelect OK then Save.


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titleDeleting Skills

A deleted Skill cannot be restored and must be recreated along with all associated messaging and agent mappings. ONLY delete a Skill that is not in use.

  1. Select the Skill(s) Hover on the agent skill to be deleted. Click on Delete Agent Skill(s) then SaveYou can view Delete iconImage Added
  2. Click Delete icon.
  3. Confirm your deletion by clicking Yes button Image Added.
  4. If successful, a notification message appears.