A skill profile is a set of skills, each with an assigned value, that you assign to an agent-based team or to an individual agent. For example, you can assign a skill of English, a high level of proficiency in one skill profile and a lower level in another profile.

Create a skill profile

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select User Management > Skill Profile.

4

Click Create Skill Profile.

5

Enter following details to create a skill profile.

General Settings

Description

Name

Enter a name for the skill profile.

Description

Enter a description for the skill profile.

Active Skills

This lists all the skills definition created. Select all that apply and provide the corresponding skill value for the skill selected. For more information, see Skill Definitions.

6

Click Create.

Edit or delete a skill profile

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select User Management > Skill Profile.

4

Select the skill profile that you want to edit or delete.
5

Update or edit the name, description, or active skills.

6

Click Save to edit the skill profile.

7

Click delete icon on the top right side to delete the skill profile.