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How do I navigate skills?

The skills tab in User Admin supports URL navigation. You can directly navigate to the skills tab or bookmark your most frequently changing skill.

To open skills tab, use following pattern: https://***.cc.vonage.com/CallCentre/portal/useradmin/skills, where *** represents the subdomain for the region of your VCC account.

To open a specific skill, add the skill's ID at the end of the url. For example, https://***.cc.vonage.com/CallCentre/portal/useradmin/skills/###, where *** represents the subdomain for the region of your VCC account, and ### represents the ID of the skill you want to open.

How do I create a new skill?

To create a skill, you need the Manage Routing Settings permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

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

1. Go Go to User Admin, Skills tab. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears. 
2. To add a create new skill, click Create New and click Skill in the menu that appears.
   Image RemovedSkill in the top right corner. If the button is disabled, you don't have enough permissions to create new group.
3. A new skill appears. Provide the following information:

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   _ExcerptCreateEditSkill _ExcerptCreateEditSkill nopanel true

   As you enter information into fields, an undo icon appears alongside those fields. Click the icon to clear the field.
   If you leave a mandatory field empty or enter a value that is not valid, an information icon appears inside the field. Click the icon to see the messageerror message appears. The number of errors appears alongside the Create button. You cannot click Create until you have corrected all the errors.
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   Change the data accordingly. You cannot save the skill until you provide a valid name.

4. Click When you have provided valid information in all mandatory fields, 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 Go to Skills tab in User Admin area to see a list of skills in the account you are logged in to. From this list you can see each skill's name , and ID—which is automatically generated when the skill was created—and the number of users that have the skill.Image Removedcreated. The number of users in the skill also appears. To edit the skill you need to have Manage Routing Setting permission. The icon on the right indicates whether you can edit (pencil icon) or view (eye icon) listed skill.

When skill details displayed, in the users section you will see users with skill assigned. The users list contains all users that you can access in the account you are logged in to. If you have only view access to some users, you will see them listed, however you cannot remove/assign the skill to this user. Those users are marked with eye icon.

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How do I edit an existing skill?

To update an edit a skill, you need the Manage Routing Settings permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

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

1. Go to User Admin, Skills tab. For information about accessing User 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 Click the skill you want to edit, click the pencil icon alongside. The . The skill's details—ID and Name—appeardetails appear.
4. Update the information in the fields as required.

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   As you change the information in the fields, an undo icon appears alongside those fields. Click the icon to revert the contents of the field to the saved version.
   If you leave a mandatory field empty or enter a value that is not valid, an information icon appears inside the field. Click the icon to see the message. The error message appears. The number of errors appears alongside the Update button Save. You cannot click Update Save until you have corrected all the errors.
   
5. When you have finished making your changes, click UpdateSave. Your changes are saved. Alternatively click Cancel to undo your changes.

How do I

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

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

How do I assign a skill to a user?

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• To add an individual user to a skill in the account you are logged in to, edit the user and add them to a 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).

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Administrators can manage users—both agent and supervisor—and assign them to skills and groups. Supervisors can manage skills for voice-function-enabled users who are members of the groups they have read/write access to, or, if enabled, for users who are not assigned to any groups.

To allow supervisors to manage skills, edit their permission settings and enable the following options under Real Time in the Full Permission List section:

• To edit and assign skills to voice-function-enabled users in the supervisor's groups, select yes for the Edit agents permission.
• To assign skills to users that do not belong to any groups, select yes for the View Unassigned Agents permission.

For more information about editing permissions in User Access, see Editing linked account permissions.

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remove a skill from user?

To remove a skill from a user, you need the Manage Routing Settings permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.

To remove a skill from one or more users, perform the following steps: 

1. Go to User Admin, Skills tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
2. Locate the skill you want to edit using search or by scrolling the list.
3. Click on the skill you want to edit. The skill's details appear.
4. In the Users section, click the minus icon (-) next to the name of the user you wish to remove from the skill. Click Clear all to remove all users from the skill.
5. Click Save to save your changes.

How do I delete an existing skill?

To delete a skill, you need the Delete group and skill permission. For information about account permissions, see Configuring admin and supervisor feature permissions.

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

1. Go to User Admin, Skills tab. For information about accessing User Admin, see Accessing and finding your way around User Admin.
2. Locate the supervisor skill you want to check group access for delete using search or by scrolling the list of users.
3. When you find Click the supervisor skill you want to edit, click Edit. The userdelete. The skill's details appear.

4. Click

   Permission Settings. You can see the groups the supervisor has read or write access to.

To assign skills to voice-enable users in a group, perform the following steps:

1. Log in to the VCC Admin Portal as a supervisor. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
2. In User Admin, click the Skills tab. You will see the list of available skills.
3. Edit the skill you wish to assign or change level for. To assign the skill to a voice-function-enabled user you have access to, select or type their name under Users, in the Type name to be added field. If enabled for your account, adjust skill levels for your users by clicking the appropriate number on the slider.
4. Click Update to save your settings or Cancel to undo your changes

   Delete skill. A dialog box appears.

5. Click Delete to delete the skill. Alternatively click Cancel to cancel deleting the skill.