Manage skill definitions in Webex Contact Center
This article helps you to create, edit, activate or deactivate, and delete a skill definition.
Skills-based routing feature enables you to assign skill requirements to the incoming calls. Skill definitions help in distributing the calls to agents with a matching set of skills. For example, language fluency or product expertise can be a skill definition that you create.
You can assign these skills to calls and skill profiles that you can assign to teams or individual agents.
Manage a skill definition
1 |
Sign in to Control Hub. | ||||||||||
2 |
Navigate to Services > Contact Center > User Management . | ||||||||||
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From the Contact Center navigation pane, select User Management > Skill Definition | ||||||||||
4 |
On the Skill Definitions page, click Create new skill definition. | ||||||||||
5 |
Enter the following details in settings:
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6 |
Click the Create button to create a Skill Definition. After you have created a skill definition, you can edit, activate, delete it. | ||||||||||
7 |
Go to the path mentioned in step 2, and choose one of the following as per your requirements:
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