Creating skills

Skills are a specific tag assigned to an agent to denote their knowledge and abilities in certain areas. For example, knowledge of a foreign language, analytical skills, specialized product knowledge, etc. Each skill has a rating from 1 to 5 stars, indicating the agent's level of proficiency.

To use the skill functionality for more optimal distribution of calls and messages among agents, create a skill, give it a name, and add a discription.

To create a skill, do the following:

1. On the left sidebar, select Setup > Contact center > Skills.
2. Click Create skill.
3. Enter a skill name and description.
4. Click Create.

After creating the skill, assign it to an agent and set the proficiency level.

1. Select Setup > Contact center > Users.
2. Next to the desired user, click the Action menu icon and select Edit user.

3. Select the required skill from the drop-down list and set the proficiency level.
4. Click Save changes.

Use the Call properties block to assign skills to a call before it enters a queue. In the block, select professional knowledge and skills necessary for handling the call and specify the proficiency level. The system will distribute the call based on the required skills and level of proficiency.

Condition: In the Call properties block, set two skills: knowledge of English (required level 5) and knowledge of German (level 3). The call enters a queue where two agents work: Johm and Will.

How will the call be distributed if

1. John has English skill at level 5 and German skill at level 3, while Will has English skill at level 5 and German skill at level 2. -> The call will be distributed to John.
2. John has English skill at level 5 and no German skill, while Will has English skill at level 5 and German skill at level 3. -> The call will be distributed to Will.
3. John has English skill at level 4 and German skill at level 3, while Will has English skill at level 5 and German skill at level 2. -> Neither agent possesses the required skills adequately. -> The call is not distributed and remains in the queue until the Maximum waiting time set in the queue settings expires.
4. John has English skill at level 5 and no German skill, while Will has German skill at level 4 and no English skill. -> Neither agent possesses the required skills adequately. -> The call is not distributed and remains in the queue until the Maximum waiting time set in the queue settings expires.
5. Both agents lack the necessary skills. -> The call is not distributed and remains in the queue until the Maximum waiting time set in the queue settings expires.
6. Both agents possess the necessary skills: English at level 5 and German at level 3. -> The call is distributed according to the general queue settings.