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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:

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.
  1. Click Add button.
  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. Click Save button .

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:

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

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