Create and manage agent skills

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This topic is part of the manual Manage your Contact Center in Agent Setup for version Current of Agent Setup.

Create, organize, and assign skills to agents.

1

Skills are an agent's knowledge of a particular subject that might be required in an interaction, such as language skills. They can also be used for routing purposes.

To add a skill:

  1. Click Add.
  2. Type a name in the Name field.
You can also organize skills into folders. If needed, select Umgr icon addFolder.png Add Folder to create a new folder.


Viewing an agent's Skills

1

To view which skills an agent has been assigned, from the Users tab, click either the agent's Username, Roles, or Skills. From the sidebar which opens on the right of the screen, scroll to the Skills section. Here you can either expand the list to view all the agent's skills, or you can use the Search field to search for a specific skill name.