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This section describes how you can manage the skills assigned to agents.  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 interactive voice response (IVR) through the Messages editor and represent an agents' 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. This setting cannot be changed. 
  • Name: Assigned by you to identify the skill. 
  • Description: Description for the agent skill.
  1. Click the Add button.
  2. Type a name to help you identify this skill.
  3. Optionally add a description to further understand the purpose of this skill.
  4. Assign agent(s) and their proficiency from the Agent Mapping section. See Assigning agents to Skills below for more information.
  5. Click the Save button .

A skill without agents offers 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 the proficiency for the selected agent. 1 receives calls first, then 2, then 3, etc.
  2. Select an agent from the Available column.
  3. Click the 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 the Delete icon.
  2. Click the Delete icon.
  3. Confirm your deletion by clicking the Yes button .
  4. If successful, a notification message appears.
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