Create and manage agent skills

• 

• Administrator

Create, organize, and assign skills to agents.

Related documentation:

• How Agent Setup works
• Get started with Agent Setup

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 Add Folder to create a new folder.

Viewing an agent's Skills

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.