_ExcerptCreateEditSkill

Field or section

Description

Name

The name of the skill. This name appears everywhere the skill is used.

Type the name that best describes the skill you want to appear in the user interface in relation to this group.

Users

The User section contains a list of the users that this skill is assigned to.

You can filter the list of users to show only archived or active users to improve performance, particularly in accounts with large number of users; by default only active users appear in the list. For information about filtering users, see Accessing and finding your way around User Admin.

To assign the skill to a user, click in the text field and, optionally, start typing the name of the user you wish to assign the skill to. 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. The list remains visible so you can add multiple users.

Admin users always have access to edit all users in the account they are logged in to.

Supervisor users have access to edit supervisor, wallboard and agent users who are:

assigned to the group or groups that the supervisor has Write permission to
not assigned to any group if the supervisor has the View Unassigned Users permission

Supervisor users also have access to edit other supervisor or wallboard users who are their managees, and themselves.

For information about setting supervisor permissions, see Supervisor permissions in User Admin.

To assign the skill to all available users, click Add All.
To remove all users that the skill is currently assigned to, click Clear All.
To remove an existing user, click the – (minus) icon alongside the user's name.

If enabled for your account, the list of users includes the Level column. 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. For an existing skill, a description of the change you make appears alongside the slider, for example 'Level 7 to 6'.