Skills Overview

skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. is a means of communication between agents and contacts for a specific purpose and through a specific channel. A skill may only be a single channel: inbound phone, outbound phone, chat, inbound email, outbound email, voicemail, work item, or Personal Connection automated proactive voice, email, and SMS. Your skills can be broad or specific as you want, depending on your contact center needs and anticipated diversity in topics of discussion. There is not limit on the number of skills your business unit can contain.

For reporting purposes, each skill must be assigned to a campaignA grouping of skills used to run reports., which categorizes the skills in any way you want. Inbound skills must be assigned to a point of contact. The point of contact is the entry point for the skill; for instance, a phone number, email address, or chat URL.

You can add as many users are you want to a skill, and you can assign each of those users a proficiency level. Central routes calls to the available agent with the highest proficiency level. You can update the proficiency levels at any time manually or by setting workforce intelligence rules to do so automatically when agent metrics reach specified thresholds.

If you want your agents to apply dispositionsResult that the agent or system assigns to the contact when the interaction ends. to the interaction after it ends, you can configure post-contact work for a skill. For chat skills, you can also configure a thank-you page to pop up on the contact's screen, optionally with a transcript of the chat available. As an alternate option, you can set up tags and apply them to skills using your own method to categorize interactions.

Each skill is associated with a do not call (DNC) group so contacts who request to not be contacted by your organization can be added to the list and outbound skills in the same DNC group cannot reach that contact again. For more temporary suspensions, some skills can have call suppression configured for a specific time period, such as during a natural disaster in a particular area.

Related Tasks

Related References