A skill functions as a label or category that is assigned to an interaction, which makes it easier for you to organize and manage your interactions. You can filter interactions based on these skills. For example, if you categorize language as a skill, you can label interactions as Spanish, English, French, and so on. You can then filter only Spanish interactions for further review and processing.

In SpeechIQ, Service Names are typically used as skills for interactions. You can create and modify skills to suit your organization's needs; however, you must work with Customer Care to apply these custom skills to your interactions.

You can also assign a default skill for all interactions. To set a default skill, contact the Customer Care.

The Skill associated with an interaction is shown on the Information Tab within the Interaction Review window.

Accessing the Skill Maintenance Window

To access the Skill Maintenance window, on the WFO tab, click Conversation Configuration > Skill Maintenance.
The Skill Maintenance window with all the configured skills is displayed.

  • To search for a specific skill, use the Search by name field. 
  • To list only the active skills, select the Active Only checkbox.
  • To refresh the list, click the Refresh icon ().

Adding a New Skill

To add a new skill: 

  1. In the Skill Maintenance window, click . 
    The New Skill Maintenance window appears. 


  2. Specify values in the following fields: 
    1. Name: Specify a name for the skill.
    2. Active: Select the checkbox to make the skill active. 
    3. External Name: Specify a name that corresponds to the skill name. 
    4. Language: Select a language from the dropdown.
    5. Channel: Select the channel from the dropdown.
    6. Description: Describe the skill (optional).
  3. Click .  

To modify a skill, in the Skill Maintenance window, select the skill to modify and click or double-click the skill. You can modify the information in the Edit Skill Maintenance window.