Page Comparison

...

To create a new skill in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. To add a new skill, click Create New and click Skill in the menu that appears.
   

3. A new skill appears. Provide a name for the skill in Name.
   When you have given the skill a name, the Name field's border changes the following information:

   Insert excerpt
   _ExcerptCreateEditSkill _ExcerptCreateEditSkill nopanel true

   
   As you enter information into fields, the fields' borders change to green and a blue undo icon appears alongside the fieldthose fields. Click the icon to clear the field.
   If you enter an invalid valueleave a mandatory field empty or enter a value that is not valid, the Name field's border changes to red and an information icon appears. Click the icon to see the message. The number of errors appears alongside the Create button. You cannot click Create until you have corrected all the errors.
   Image Modified
   Change the value data accordingly. You cannot save the skill until you provide a valid name.

4. Click Create. Your new skill is created. Alternatively click Cancel to cancel creating this new skill.

How do I view an existing skill's details?

When you first access User Admin, a list of users appears. Click the SKILLS tab to switch to a list of skills in the account you are logged in to. From this list you can see each skill's name, ID—which is automatically generated when the skill was created—and the number of users that have the skill.

How do I edit an existing skill?

To update an existing skill in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. Click the SKILLS tab. A list of skills in your account appears. Locate the skill you want to edit using search or by scrolling the list.
3. When you find the skill you want to edit, click Edit. The skill's details—ID and Name—appear.
4. Update the name for the skill. You cannot edit the skill's ID.
   When you change the skill's name, the Name field's border changes information in the fields as required.

   Insert excerpt
   _ExcerptCreateEditSkill _ExcerptCreateEditSkill nopanel true

   
   As you change the information in the fields, the fields' borders change to green and a blue undo icon appears alongside the fieldthose fields.   Click the icon to revert the contents of the field to the saved nameversion.
   If you enter an invalid valueleave a mandatory field empty or enter a value that is not valid, the Name field's border changes to red and an information icon appears. Click the icon to see the message.
   The number of errors appears alongside the Update button. You cannot click  Update  until you have corrected all the errors.
   
5. When you have finished making your changechanges, click Update. Your change is changes are saved. Alternatively click Cancel to undo your changeyour changes.

How do I delete an existing skill?

To delete a skill in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. Click the SKILLS tab. A list of skills in your account appears. Locate the skill you want to delete using search or by scrolling the list.
3. When you find the skill you want to delete, click Edit. The skill's details—ID and Name—appear.

4. Click Delete. A message appears—click Delete to confirm deletion.

   Note

   You cannot delete a skill in the following circumstances: If any users in your account are assigned the skill If any Skill Tagger applet in your account references the skill If the skill is added to any virtual queues in your account If you cannot delete a skill, a message appears to inform you that you cannot delete the skill. If you still wish to delete the skill, remove the skill from the Skill Tagger applet, virtual queue, or agent as directed in the message. Image Added Image Added Image Added The message remains visible until you click to close it, or you leave User Admin.

   
   

How do I

...

assign a skill to a user?

You can assign a skill to one or more users while creating or editing the skill as described above. You can also assign the skill to users in the following ways:

• To add an individual user to a skill in the account you are logged in to, edit the user and click Add to skill in the Skills section in ROUTING SETTINGS. For information about editing a user, see Configuring individual users.
• To add multiple users to a skill, use the bulk actions box. For information about adding skills to multiple users, see Configuring multiple users (using bulk actions).