Skills ensure that incoming customer inquiries are matched with agents who possess the specific skills required to address them. You can access Skills when building your flow in Dialogue Studio within the Enqueue node. If a specific Skill is required, only agents with that Skill can see and handle the dialogue. If no Skill is selected, any available agent can handle it.

Adding Skills to the Contact Center

1. Navigate to the Contact Center tab.

2. Select the Skills tab.

3. Click the Add Skill button.

4. In the pop-up, enter a unique name for the Skill (must be unique per contact center) and click the Add Skill button.

Configuring Skills

You can configure two options for each Skill: whether agents are allowed to opt-out of the Skill and who the assigned members of the Skill are.

Allowing Agents to Opt-Out

You can configure whether agents in this Skill are allowed to opt-out. This means that in the WebAgent, they can uncheck this Skill from their profile, so they won’t receive calls related to this Skill. They still have the option to take calls.

1. Navigate to the Contact Center tab.

2. Select the Skills tab.

3. Click on the Skill you would like to configure.

4. Under “Allow Agents to opt-out,” choose between Allow All and Disallow All. The default is Disallow All.

Managing Skill Members

Before a Skill can be used, it needs to have members assigned to it.

1. Navigate to the Contact Center tab.

2. Select the Skills tab.

3. Click on the Skill where you would like to add or remove members.

4. To assign members, click the Add button.

   1. In the pop-up, search for members within this Contact Center.

   2. After selecting all the members you want to add, click the Assign Members button.

5. To unassign members, click the Unassign button next to the member’s name.

Removing Skills from the Contact Center

1. Navigate to the Contact Center tab.

2. Select the Skills tab.

3. Click on the Skill you would like to delete.

4. In the pop-up window, confirm the deletion by pressing OK.