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How do I Assign or Remove Skills?
Skills describe an agent's knowledge of a particular subject that might be required for a customer interaction, such as language skills. An agent with a Spanish skill, for example, can be targeted for calls from customers who speak Spanish.
You can assign skills, set a skill proficiency (using a 1-5 number rating system), and remove skills from agents by using the Manage User dialog box.
How do I assign skills?
Click an agent's name in the Name column to open the Manage User dialog box.
In the Skills section, click the check box next to the skill that you want to assign. When you assign a skill, the skill level is automatically assigned a default skill level of 3. Read How do I assign a skill proficiency? to find out more information on how to change this default skill level. Click Save to apply the changes.
How do I assign a skill proficiency?
Click agent's name in the Name column to open the Manage User dialog box.
In the Skills section, enter a number from 1 to 5 in the Level field to assign the agent's proficiency for this skill. Each number from 1 to 5 represents a skill level. For example, if 1 is added, that agent has a proficiency rating of 1 (beginner). If 5 is added, that agent has a proficiency rating of 5 (expert). The default skill level is 3.
The Skill Timeout variable expands the pool of agents while a call is waiting in the ACD queue. When this timer (which is on the ACD Page in CX Builder) expires, the proficiency required for a user to be considered to take a call is lowered by 1. Once the proficiency level reaches 1, the call remains in the ACD queue until the ACD Max Timeout (the maximum wait time for callers) is reached. Click Save to apply the changes.
How do I remove skills?
Click an agent's name in the Name column to open the Manage User dialog box. Remove the check mark next to the skill that you want removed. Click Save to apply the changes.