Skills are used to ensure conversations are assigned to agents with the right competence. Skills can be used in auto-routing and can also help dispatchers when manually assigning conversations.
An agent can have one or more skills, a skill being e.g. a language or a specific product competence. Before a skill can be assigned to an agent, it first needs to be added to the skill list in Settings. Skills can be assigned to users of any role, but is only meaningful for agents and users that will be assigned conversations.
To add a new skill:
Go to Settings > Account > Skills.
Click the button at the top right. The New skill popup opens.
Enter a name for the skill.
Click CREATE. The skill is added to the list and can now be assigned to agents.
To edit or delete an existing skill, click the three dotson the left side of the skill row.
To assign a skill to a user:
Go to Settings > Account > Team.
Click the three dotson the left side of the row for the user you wish to add a skill to.
Select Edit. Edit user pop up appears.
Select the check box for the skills you wish to add.
Click SAVE. The selected skills are now added to user.