_ExcerptCreateEditSkill

Details

The name of the skill. This name appears everywhere the skill is used.

Type a name that describes the skill.

The users section shows the number of users and a list of the users that this skill is assigned to.

• To assign the skill to a single user or a selection of users, click Select users to add to skill and, optionally, start typing. A list of available users, filtered by any text you have typed, appears. Click the user or users you want to assign the skill to. Click Apply.
• To assign the skill to all available users, click Add all.
• To remove all users that the skill is currently assigned to, click Remove all.
• To remove an existing user, click the – (minus) icon alongside the existing user's name in the list.

The user or users appear in the list along with their skill level. The level indicates how proficient a user is in the skill; the default skill level for newly added users is 5. Skill levels are used to determine which agent to route an interaction to. In a scenario where two agents, with otherwise identical characteristics, are available to handle an interaction at the same time, the agent with the highest level in a mandatory or unexpired skill will receive the interaction.

To set the skill level for a user for the skill, click the appropriate number on the slider.