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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

  1. Using the Flow domain provided, access the interface with Manager credentials.
  2. Click Setup in the left-hand menu to expand the section.

  3. Click Skills.

  4. Click +New located at the bottom left of the skills list. 

  5. In the Description text box, enter the name of the skill.

  6. Click the Save button.