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To create a new skill in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. To add a new skill, click Create New and click Skill in the menu that appears.
   

3. A new skill appears. Provide the following information:

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   As you enter information into fields, an undo icon appears alongside those fields. Click the icon to clear the field.
   If you leave a mandatory field empty or enter a value that is not valid, an information icon appears inside the field. Click the icon to see the message. The number of errors appears alongside the Create button. You cannot click Create until you have corrected all the errors.
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   Change the data accordingly. You cannot save the skill until you provide a valid name.

4. Click Create. Your new skill is created. Alternatively click Cancel to cancel creating this new skill.

How do I view an existing skill's details?

When you first access User Admin, a list of users appears. Click the Skills tab to switch to a list of skills in the account you are logged in to. From this list you can see each skill's name, ID—which is automatically generated when the skill was created—and the number of users that have the skill.

How do I edit an existing skill?

To update an existing skill in the account you are logged in to, perform the following steps:

1. Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
2. Click the Skills tab. A list of skills in your account appears. Locate the skill you want to edit using search or by scrolling the list.
3. When you find the skill you want to edit, click the pencil icon alongside. The skill's details—ID and Name—appear.
4. Update the information in the fields as required.

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   As you change the information in the fields, an undo icon appears alongside those fields. Click the icon to revert the contents of the field to the saved version.
   If you leave a mandatory field empty or enter a value that is not valid, an information icon appears inside the field. Click the icon to see the message. The number of errors appears alongside the Update button. You cannot click Update until you have corrected all the errors.
   
5. When you have finished making your changes, click Update. Your changes are saved. Alternatively click Cancel to undo your changes.

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To allow supervisors to manage skills, edit their permission settings and enable the following options under Real Time in the Full Permission List section:

• To edit and assign skills to voice-function-enabled users in the supervisor's groups, select yes for the Edit agents permission.
• To assign skills to users that do not belong to any groups, select yes for the View Unassigned Agents permission.

For more information about editing permissions in User Access, see Editing linked account permissions.

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1. Log in to the VCC Admin Portal as a supervisor. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
2. In User Admin, click the Skills tab. You will see the list of available skills.
3. Edit the skill you wish to assign or change level for. To assign the skill to a voice-function-enabled user you have access to, select or type their name under Users, in the Type name to be added field. If enabled for your account, adjust skill levels for your users by clicking the appropriate number on the slider.
4. Click Update to save your settings or Cancel to undo your changes.