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:

Expand
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
  • System assigned identifier
and unchangeable.
  • . This setting cannot be changed. 
  • Name:
 Assigned
  • Assigned by you to
keep track of your agent skill's purpose.
  • identify the skill. 
  • Description: Description for the agent skill.


Expand
titleAdding Skills
  1. Click Click the Add button.
  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 Proficiency their proficiency from the Agent Mapping section. See Assigning agents to Skills below for detailsmore information.
  5. Click Click the Save button .


Expand
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. Choose Proficiency the proficiency for the selected agent. 1 receives calls first, then 2, then 3, etc.
  2. Click an agent Select an agent from the Available column.
  3. Click Click the Save button .


Expand
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. Hover on the agent skill to be deleted. You can view the Delete icon.
  2. Click Click the Delete icon.
  3. Confirm your deletion by clicking the Yes button .
  4. If successful, a notification message appears.

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