Create and manage agent skills

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.

Related documentation:

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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:

Click Add.
Type a name in the Name field.

You can also organize skills into folders. If needed, select

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Add Folder to create a new folder.