SmartQueue agent skills helps developers to distribute calls or chats between call center agents who have a specific skill.
For example, you have a skill called "Knows Italian", and attach this skill to all the agents that know the Italian language, and set up skill levels for each agent according to their language level.
Agents posess skills and skill levels. Each skill has a name and a skill level from 1 to 5. To use a skill, you need first to create it in the system, then bind a skill to an existing agent.
Create a skill and bind it to an agent
To create a skill use the SQAddSkill method. You need to specify the application ID and the skill name. Optionally, you can add a comment about this skill (up to 200 characters).
To bind the skill to an agent, use the SQBindSkill method. You need to specify the application ID, the user IDs (separate them by semicolon or use the all keyword to add the skill to all agents), and an array of skills and their levels. Please refer to the code example to see the format:
To unbind a skill from an agent, use the SQUnbindSkill method the similar way. Please refer to the following example:
Modify or delete an existing skill
To modify a skill's name or description, use the SQSetSkillInfo method. You need the application ID and the skill ID for this operation:
To delete an existing skill, use the SQDelSkill method the similar way. Skill deletion also removes the skill from all the agents.