Configuration Manager—Skills

Overview

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.

Display Options

The Skills list shows the Skills that are in your environment. It is sorted in a hierarchy by tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.

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

Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.

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

You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.

To select or de-select multiple objects at once, click the Select button.

Actions

To create a new Skill object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check box beside an object and click the Edit button.

To delete one or more objects, click the check box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.

When you delete a Skill, it is removed from the Configuration Database and from any Agent to which it is assigned. If you want to remove only the Skill from an Agent to which it is assigned, but leave it in the Configuration Database and available for assignment to another Agent, remove the Skill from the Agent.

Otherwise, click the More button to perform the following tasks:

Click on the name of a Skill to view additional information about the object. You can also set options and permissions, and view dependencies.