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Agent Skills

The Agent Skills panel provides a streamlined interface for the creation and management of Agent Skills.

Skills are qualities or abilities that agents possess and that affect the placement of each Agent in a contact-center hierarchy. Common Skills include abilities in different languages, particular categories of product knowledge, or ability in particular types of sales.

Agents can be associated with a set of Skills. For each Skill, the Agent is also given a Skill level, or a level of competency with this Skill.

Display Options

The Agent Skills panel lists the skills in your environment. It is sorted in a hierarchy by tenants, configuration units, sites, and folders.

Skills that are disabled will appear grayed out in the list.

Configuration Object Management respects tenancy permission settings. You can access only those objects that you have been granted permission to access.

You can filter the contents of this list in two ways:

  • Type the name or partial name of an object in the Quick Filter field.
  • Click the Tenant Filter button to open the Tenant filter panel. In this panel, select the check box beside each tenant that you want to select. Use the Quick Filter field in this panel to filter the tenant list.

Possible Procedures from this Panel

Click the name of a Skill to view additional information about the object. You can also set options and access control.

You can perform the following actions:

Creating Skills

[+] Click here to reveal procedure

Deleting Skills

[+] Click here to reveal procedure

Copying Skills

[+] Click here to reveal procedure

Enabling or Disabling Skills

[+] Click here to reveal procedure

This page was last edited on July 17, 2020, at 16:05.
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