Skills

Skills are qualities or abilities that Agents possess and that affect the placement of each Agent in a contact center hierarchy. Common Skills include abilities in different languages, particular categories of product knowledge, or ability in particular types of sales.

• Display Options
• Procedures

Display Options

The Skills list shows the Skills that are in your environment. It is sorted in a hierarchy by tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.

Important

Skills that are disabled will appear grayed out in the list.

Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.

You can filter the contents of this list in two ways:

• Type the name or partial name of an object in the Quick Filter field.
• Click the magnifying glass button to open the Tenant Directory filter panel. In this panel, click the Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.

You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.

To select or de-select multiple objects at once, click the Select button.

Possible Procedures from this Panel

To create a new Skill object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check box beside an object and click the Edit button.

To delete one or more objects, click the check box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.

Important

When you delete a Skill, it is removed from the Configuration Database and from any Agent to which it is assigned. If you want to remove only the Skill from an Agent to which it is assigned, but leave it in the Configuration Database and available for assignment to another Agent, remove the Skill from the Agent.

Otherwise, click the More button to perform the following tasks:

• Clone—Copy a Skill.
• Move To—Move a Skill to another hierarchical structure.
• Enable or disable Skills.
• Create a folder, configuration unit, or site. See Object Hierarchy for more information.

Click on the name of a Skill to view additional information about the object. You can also set options and permissions, and view dependencies.

Creating Skill Objects

To create a Skill object, perform the following actions:

1. Go to Configuration > System > Configuration Manager.
2. Click Skills. The Skills list displays.
3. Click the New button.
4. Enter the following information. For some fields, you can either enter the name of a value or click the Browse button to select a value from a list:
   • Name—The name of this Skill. You must specify a value for this property, and that value must be unique within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment).
   • Tenant—In a multi-tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
   • State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
5. Click the Save button.