You can use the Skill Maintenance section to add new skills to associate to a scorecard. 

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 view information about active skills, select the Active Only checkbox.
  • To customize the table columns view, see the instructions in the Customizing a Table section in Reporting.
  • 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, if the skill status is active. 
    3. External Name: Type an external name that corresponds to the skill name. 
    4. Language: Select the required language. Currently English and Spanish are the only options.
    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.