Managing an agent's assigned skills in a Team Monitoring dashboard
To add or remove an agent's assigned skills, you must have permission to edit agents' skills and write access to any of the groups that the agent is in.
To manage an agent's assigned skills, click the agent's row to expand their details in a side panel or open the side panel from an embedded Real-time Analytics dashboard. For information about opening the panel, see the Viewing an individual agent in a dashboard section in Viewing a Team Monitoring dashboard.
If you have access, click the edit icon in the Skills row. Edit skills appears.
To assign a skill to the agent, click Select skills to add to user and, optionally, start typing the name of the skill you wish to assign. A list of available skills, filtered by any text you have typed, appears. Select the skill or skills you want to assign and click Apply. The skill or skills appear in the list.
The list of skills includes the Level column with a skill level; the default skill level for newly added skills is 5. The level indicates how proficient the user is in a skill.
To set the skill level for the user for a skill, click the appropriate number on the slider.To remove an agent's skill, click the minus icon
alongside the skill. The skill is removed from the list.
When you have made all your changes, click Apply.