Agent 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
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.
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.
Creating Skill Objects
To create a Skill object, perform the following actions:
- Go to Configuration > System > Configuration Manager.
- Under the Accounts heading, select Skills. The Skills list displays.
- Click the New button.
- 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.
- Click the Save button.