Skills are attributes that are assigned to Agents, and the proficiencies of those corresponding skills are used to determine if an Agent is qualified to answer calls from a given Queue. Skills will be used in creating a Queue and should be established first in the interface. Adding and modifying skills is a Manager-level function.
Creating/Adding a Skill
- Using the Flow domain provided, access the interface with Manager credentials.
- Click Setup in the left-hand menu to expand the section.
- Click Skills.
- Click +New located at the bottom left of the skills list.
- In the Description text box, enter the name of the skill.
- Click the Save button.