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Name

Enter a name of the skill. Name is a mandatory field and you can't edit or change the name later.

Description

Provide a brief description of the skill.

Type

Select the skill type from the following options. Type is a mandatory field and once selected, you can't change the skill type later.

• Boolean: A boolean type can have the values as True or False indicates if the agent has a skill or not. For example, you might define a skill named PremierService to ensure that your valuable customers get a flawless service. Your can assign True value to one of the experienced agents, and False to a less experienced agent.

• Enum: Enum is a named set of predefined values. For example, a skill named Line of Business might have a set of three values: Sales, Service, and Billing. Each value can include up to 20 characters, including spaces.

• Proficiency: You can specify a value ranging from 0 through 10 in proficiency. This skill type represents the level of expertise of an agent in a skill. For example, you might define a skill for each language that your agents speak.

• Text: Text allows you a free-form text skill that an agent must match. For example, you might define a skill named Extension. This extension would help you to route a call to a specific extension number of an agent. This extension is based on digits entered by the caller in response to a prompt. The limit of the text is 40 characters.

This is a dynamic skill

Turn on this toggle to configure the skill as a dynamic skill. After you turn it on, you can't turn it off.

Service level threshold

You can specify the number of seconds for a call to be in a queue before contact center flags it as outside the service level. If an agent completes the call within the given time, the call is considered as handle within the service level for this skill.

Agent assignment

Search for and choose the names of the agents for which you want to configure the dynamic skill. After adding the agents, assign skill values based on the skill type:

• Enum: Choose the required value from the list of predefined values.
• Text: Enter the text in the text box.
• Proficiency: Choose a value from 1 to 10.
• Boolean: Choose either True or False, as required.

You can add up to 50 agents.

1. Select the skill that you want to edit.

2. Change the Description or Service level threshold with your updates.

3. Click Save to save the changes.

1. Select the skill that you want to activate or deactivate.

2. Click the Active toggle button to activate/inactivte the skill.

3. Click Save to save the changes.

1. Select the skill you want to delete to view the Skill details.

2. Click the delete icon on the top left.

3. Click Save