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How Do I Assign Skills to Teams?

You associate a skill to a team using the Skills tab under Teams. Skills are an agent's knowledge of a particular subject that might be required for a call or a chat or email session, such as language skills.

Once the skills are assigned, supervisors can only view and edit the subset of those skills assigned to their team.

  1. Select a team:
    VCC269 Teams Queue Selection.png
     
  2. Select the Skills tab in the section highlighted below to open the Skills view.
    VCC269 Dashboard Configuring Teams.png
     
  3. The Skills view is divided into two sections:
    • All Skills—lists all skills available in the contact center
    • Team Skills—lists the skills associated with a specific team
    Drag a skill from the All Skills section and drop it into the Team Skills section:
    VCC263 Teams Skills Drop.png
  4. Click Teams to return back to the default Teams view, or click another tab to segment another section of the contact center.
    VCC263 Teams Back.png

What if I want to assign skills to a different team?

Once you're in the Skills view, you can assign skills to different teams by clicking on the name of the team that you want to segment:

VCC263 Teams Select.png

Drag a skill from the All Skills section and drop it into the Team Skills section:

VCC263 Teams Skills Drop.png

How do I delete skills from a team?

You can delete any skill associated with a team. In the Team Skills section, hover your mouse over the skill that you want to delete and click x to delete the skill.

VCC263 Teams Deleting Skills.png

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This page was last modified on June 30, 2017, at 03:18.