Manage skills

View the Skills list

Add a skill

Clone a skill

Bulk assign agents to skills

Edit a skill

Delete a skill

To assign weights to skills by agent, see Manage personnel properties.

View the Skills list

  1. On the navigation pane, click Organization.
  2. Click the Skills tab. The Skills list appears. For navigation information, see List view and How to search. For column descriptions, see Add a skill. The Agents, Queues, and Folders columns show the number of items assigned to the skill.

Add a skill

  1. On the Skills page, click Add. The New Skill dialog appears.
  2. Enter the following information:
  • Name (required) — the name of the skill.
  • Description — a description of the skill.
  • Allow weight — whether to enable skill weighting for this skill.
  • Agents — click Add items and select the agents that have this skill. See Filter for agents.
  • Queues — select the groups that require this skill.
  • Folders — select the folders that require this skill.
  1. Click OK.

Clone a skill

  • On the Skills page, select the item/s to clone.
  • Click and then click Clone Skills. The Clone Skills dialog appears.
  • Optionally added a prefix and/or suffix for the cloned skills.
  • Click OK.

Bulk assign agents to skills

  • On the Skills page, select the skills.
  • Click and then click Assign Agents to Skills. The Assign Agents to Skills dialog appears.
  • Under Agents, click Add items, select the agents, and click OK. See Filter for agents.
  • Click OK.

Edit a skill

  1. On the Skills page, click the item to edit. The Skill: [Name] dialog appears.
  2. Edit the information. For details, see Add a skill.
  3. Click OK.

Delete a skill

  1. On the Skills page, select the item/s to delete.
  2. Click Delete and then confirm the deletion.