Configuring skills

Skills are attributes, such as a language, specific product knowledge and so on, assigned to voice-function-enabled users and required by interactions for skills-based routing decisions. Along with a name, skills also have levels. Levels indicate a user's proficiency in a skill. For more information about skills, see User Admin.

In the User Admin area of the VCC Admin Portal, you can configure skills in the account you are logged in to.

How do I create a new skill?

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:
   

   Section	Field	Description
   Details	Name	The name of the skill. This name appears everywhere the skill is used. Type a name that describes the skill.
   Users		The users section shows the number of users and a list of the users that this skill is assigned to. To assign the skill to a single user or a selection of users, click Select users to add to skill and, optionally, start typing. A list of available users, filtered by any text you have typed, appears. Click the user or users you want to assign the skill to. Click Apply. To assign the skill to all available users, click Add all. To remove all users that the skill is currently assigned to, click Remove all. To remove an existing user, click the – (minus) icon alongside the existing user's name in the list. The user or users appear in the list along with their skill level. The level indicates how proficient a user is in the skill; the default skill level for newly added users is 5. Skill levels are used to determine which agent to route an interaction to. In a scenario where two agents, with otherwise identical characteristics, are available to handle an interaction at the same time, the agent with the highest level in a mandatory or unexpired skill will receive the interaction. To set the skill level for a user for the skill, click the appropriate number on the slider.

   
   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.
   
   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.
   

   Section	Field	Description
   Details	Name	The name of the skill. This name appears everywhere the skill is used. Type a name that describes the skill.
   Users		The users section shows the number of users and a list of the users that this skill is assigned to. To assign the skill to a single user or a selection of users, click Select users to add to skill and, optionally, start typing. A list of available users, filtered by any text you have typed, appears. Click the user or users you want to assign the skill to. Click Apply. To assign the skill to all available users, click Add all. To remove all users that the skill is currently assigned to, click Remove all. To remove an existing user, click the – (minus) icon alongside the existing user's name in the list. The user or users appear in the list along with their skill level. The level indicates how proficient a user is in the skill; the default skill level for newly added users is 5. Skill levels are used to determine which agent to route an interaction to. In a scenario where two agents, with otherwise identical characteristics, are available to handle an interaction at the same time, the agent with the highest level in a mandatory or unexpired skill will receive the interaction. To set the skill level for a user for the skill, click the appropriate number on the slider.

   
   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.

How do I delete an existing skill?

To delete a 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 delete using search or by scrolling the list.
3. When you find the skill you want to delete, click the pencil icon alongside. The skill's details—ID and Name—appear.

4. Click Delete. A message appears—click Delete to confirm deletion.

   You cannot delete a skill in the following circumstances:

   • If any users in your account are assigned the skill
   • If any Skill Tagger applet in your account references the skill
   • If the skill is added to any virtual queues in your account

   If you cannot delete a skill, a message appears to inform you that you cannot delete the skill. If you still wish to delete the skill, remove the skill from the Skill Tagger applet, virtual queue, or agent as directed in the message.

   The message remains visible until you click to close it, or you leave User Admin.

How do I assign a skill to a user?

You can assign a skill to one or more users while creating or editing the skill as described above. You can also assign the skill to users in the following ways:

• To add an individual user to a skill in the account you are logged in to, edit the user and add them to a skill in the Skills section in Routing Settings. For information about editing a user, see Configuring individual users.
• To add multiple users to a skill, use the bulk actions box. For information about adding skills to multiple users, see Configuring multiple users (using bulk actions).

How do I assign skills and edit skill levels as a supervisor?

Administrators can manage users—both agent and supervisor—and assign them to skills and groups. Supervisors can manage skills for voice-function-enabled users who are members of the groups they have read/write access to, or, if enabled, for users who are not assigned to any groups.

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.

To find out what groups a supervisor has access to, perform the following steps:

1. Go to User Admin.
2. Locate the supervisor you want to check group access for using search or by scrolling the list of users.
3. When you find the supervisor you want to edit, click Edit. The user's details appear.
   Click Permission Settings. You can see the groups the supervisor has read or write access to.

To assign skills to voice-enable users in a group, perform the following steps:

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.