Spring24 Admin Guide

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Agent Skill allows managers to classify agents for preferential routing of inbound or outbound traffic based on an attribute the agents may possess, the type of clients they handle, or their proficiency (level of expertise) handling certain call traffic.  

A skill assigns the routing priority or limits the routing to specific agents. These skills are assigned to exit points of a Contact Flow and may represent an agent’s variable ability to handle customer language, business line, value of account, or other factors. For example, managers may assign skills based on multi-language capabilities or strong collection experience and link them to accounts that require these qualifications. The logic that specifies which accounts or calls will utilize a given skill is defined at the message level and is applied based on the service group type of the service contributing to the call traffic.

Skills/Agent associations can be mapped by skill or by agent for ease of use.

Mapping by Skill

  1. To assign agents to skills, navigate to Configure > Agents > Agent Skill. Use this feature to create new skills or add multiple agents to a skill.
  2. Double-click the Agent Skill row to map agents to the selected skill. The Edit Agent Skill window appears.
  3. Select the Proficiency from the drop-down options.
  4. Search for the required agents.
  5. Click the agent name in the Available column to move them to the Assigned column.
    Click Assign All to assign all the available agents from Available list and Remove All option to remove all the assigned agents from the Assigned list.
  6. Click Save.

Mapping by Agent

To assign agent skills to an agent:

  1. Navigate to Configure > Agents > Agents. Double-click the required Agent row. 
  2. Select the Agent Skill tab.
  3. Click the Proficiency drop-down menu to select a proficiency level. Proficiency 1 is the highest (will receive calls first) while 10 is the lowest.
  4. Click the skill from the Available column to move to the Assigned column. Click the Assign All and Remove All buttons to assign or remove all agent skills.
  5. Click Save.