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.
The skills tab in User Admin supports URL navigation. You can directly navigate to the skills tab or bookmark your most frequently changing skill.
To open skills tab, use following pattern: https://***.newvoicemedia.com/CallCentre/portal/useradmin/skills, where *** represents the subdomain for the region of your VCC account.
To open a specific skill, add the skill's ID at the end of the url. For example, https://***.newvoicemedia.com/CallCentre/portal/useradmin/skills/###, where *** represents the subdomain for the region of your VCC account, and ### represents the ID of the skill you want to open.
To create a skill, you need the Manage Routing Settings permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
To create a new skill in the account you are logged in to, perform the following steps:
When you have provided valid information in all mandatory fields, click Create. Your new skill is created. Alternatively click Cancel to cancel creating this new skill.
Go to Skills tab in User Admin area to see a list of skills in the account you are logged in to. From this list you can see each skill's name and ID—which is automatically generated when the skill was created. The number of users in the skill also appears. To edit the skill you need to have Manage Routing Setting permission. The icon on the right indicates whether you can edit (pencil icon) or view (eye icon) listed skill.
When skill details displayed, in the users section you will see users with skill assigned. The users list contains all users that you can access in the account you are logged in to. If you have only view access to some users, you will see them listed, however you cannot remove/assign the skill to this user. Those users are marked with eye icon.
To edit a skill, you need the Manage Routing Settings permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
To edit an existing skill in the account you are logged in to, perform the following steps:
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 remove a skill from a user, you need the Manage Routing Settings permission. For information about feature permissions, see Configuring admin and supervisor feature permissions.
To remove a skill from one or more users, perform the following steps:
To delete a skill, you need the Manage Routing Settings permission. For information about account permissions, see Configuring admin and supervisor feature permissions.
Only admin users can delete skills. |
To delete a skill in the account you are logged in to, perform the following steps:
Click Delete skill. A dialog box appears.
Click Delete to delete the skill. Alternatively click Cancel to cancel deleting the skill.
You cannot delete a skill in the following circumstances:
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. |