_ExcerptCreateEditSkill

Name

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

Type the name that best describes the skill you want to appear in the user interface in relation to this group.

The User section contains a list of the users that this skill is assigned to.

A new skill contains only a text field; an existing skill contains a list of users, that this skill is currently assigned to, in addition to the text field.

To assign the skill to a user, click in the text field and, optionally, start typing the name of the user you wish to assign the skill to. 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. The user or users appear in the list along with a skill level; the default skill level for newly added users is 5.

To assign the skill to all available users, click Add All.
To remove all users that the skill is currently assigned to, click Clear All.
To remove an existing user, click the – (minus) icon alongside the user's name.

If enabled for your account, the list of users includes the Level column. The level indicates how proficient a user is in the skill. 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. For an existing skill, a description of the change you make appears alongside the slider, for example 'Level 7 to 6'.