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 traffic. 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 traffic.
Skills/Agent associations can be mapped by skill or by agent for ease of use. To specify agents assigned to a skill navigate to Agent Skill by selecting Configure > ACD > Agent Skill. This is useful for when a new skill is made and many agents need to be added.
To assign an agent to the selected agent skill: