Introduction: 


Skills are groups of agents that share a common capability,  provide a specific  service or posses a specific knowledge. By using skills you can assign the visitors' chats to the most relevant agents.
For example:
  • You can create a skill "Support". The agents that  are assigned to this skill will receive chats on support  issues.
  • You can create a skill "French". The agents that are assigned to this skill will receive chats from visitors that asked to chat in French.
  • You can create a skill for a specific product. The agents that  are assigned to this skill will receive chats on this specific product.

In order to automatically route visitors' chats to the relevant skill,  use visitor rules, Pre-Chat Survey questions or the custom variables (embedded in the Monitor / Button tags).  








Instructions: 




To create a new skill:

  1. Enter the Admin Console and go to User Set Up > Skills
  2. The Skills page is displayed, showing a list of any skills already defined
  3. Click New Skill Group to add a new skill
  4. Enter a name and description. 
    emptyStringNOTE: The name is case-sensitive. Do not use spaces, special characters (other than hyphen or underscore), and avoid names with non-Latin characters

  5. The email address is the destination address for Offline Survey messages for this skill only
  6. Use the Members section to assign agents to the new skill group. Agents that appear in the right-hand column will be added to the skill
    emptyStringNOTE: You can also assign individual agents to skills from the Admin Console at User Setup > Operators. Click the agent's name, then use the check boxes to assign them to the skill(s) you want.


To modify an existing skill:

  1. Enter the Admin Console and go to User Set Up > Skills
    The Skills page is displayed
  2. Click the name of a skill from the list
  3. Change the description, destination email address and members

    emptyStringNOTE: You cannot change the name of a skill.

 

To delete an existing skill: 

  1. Enter the Admin Console and go to User Set Up > Skills
    The Skills page is displayed
  2. Click the trash can icon near the requested skill