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:
Select Add Agent Skill.
Type in a Name to help keep track of this Skill.
Optionally add a Description to further understand purpose of Skill.
Assign agent(s) and Proficiency. See Assigning agents to Skills below for details.
Select OK then Save.
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.
Choose Proficiency for selected agents. 1 receives calls first, then 2, then 3, etc.
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.
Select OK then Save.
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.