Administrators can apply different skills to users to classify what skill sets a particular agent has and at what level. Each organization can create skills that apply to their business.
- Navigate to the Routing section of the Admin console and select Skills, then Create Skill.
- Enter a Skill Name and select whether there is a required skill level. You can then enter Min and Max levels, using numbers between 1 and 100. Click create skill to save.
- To apply a skill to a specific user, visit the user list. Click on a user’s profile, select a skill, and click the plus button to associate the skill with the user.
- You can bulk add skills to users by selecting all users in the users list with the check box at the top of the list, then selecting the Add Skills button.