U17 Pop-Out Help

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This section allows describes how you to can manage the skills and the agents assigned to skillsagents.  A skill assigns 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 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. This setting cannot be changed. 
  • Name: Assigned by you to identify the skill. 
  • Description: Description for the agent skill.


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titleAdding Skills
  1. Select Add Agent SkillClick the Add buttonImage Added.
  2. Type in a Name name to help keep track of this Skillyou identify this skill.
  3. Optionally add a Description description to further understand the purpose of Skillthis skill.
  4. Assign agent(s) and Proficiencytheir proficiency from the Agent Mapping section. See Assigning agents to Skills below for detailsmore information.
  5. Select OK then SaveClick the Save button Image Added.


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titleAssigning agents to Skills

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

  1. Select one or multiple agents from the Available Agent(s) column.
  2. Choose Proficiency for selected agentsChoose the proficiency for the selected agent. 1 receives calls first, then 2, then 3, etc.
  3. 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.
  4. Select an agent from the Available column.
  5. Click the Save button Image AddedSelect OK then Save.


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titleDeleting Skills

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

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