Creating and Adding Skills to Users

Administrators can assign different skill sets to users to classify what skill sets a specific agent possesses and at what level. Each organization can configure skills that are specific to their industry.

  1. Navigate to the console's Routing section and select Skills, then Create Skill.
  2. Enter a Skill Name and indicate whether a skill level is required. Then, using numbers ranging from 1 to 100, enter the Min and Max levels. To save, click Create Skill.Screen_Shot_2021-12-16_at_2.55.22_PM.png
  3. Visit the user list to apply a skill to a specific user. To associate a skill with a user, select the user’s profile/name, select a skill from the drop-down along with the skill level (1-100), then click the plus button.Screen_Shot_2021-12-16_at_2.56.53_PM.png
  4. You can bulk add skills in two ways:
    • You can bulk add skills to all the users by checking the box at the top of the list, then clicking the Add Skills button.Screenshot_2022-12-21_at_5.02.48_PM.png
    • If you only want to bulk add skills for specific users, check the box to the left of their profiles and then click the Add Skills button.
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