Manage Multiple Skills at Once

Required security profile permissions: Skills Create

You can upload multiple skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge at the same time either to create new skills or to modify existing ones. If you use the bulk upload tool to modify existing skills, use the Row Changed column in the file where you indicate which skills changed. Otherwise, the platform considers all rows updated and takes much longer to upload the file.

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Manage Multiple Skills.

  4. Click Download Template.

  5. Open the file in Excel or a program like Notepad.

  6. In the rows following the header and explanation rows, enter the information about each record. Don't change the column names, order, or data format.

  7. Save the file.

  8. In the Select File field of the Manage Multiple Records page, click Choose File.

  9. Browse for the file you created. Select it and click Open.

  10. Select the File Type of the file you chose.

  11. Select All Rows for Rows to Include if you made changes to all rows in the file. Select Changed Rows Only if you used the Row Changed column.

  12. Click Upload File.

  13. When the Data File Processing & Results page displays a note that you should receive the results of the upload via email, check your email to verify that no errors occurred during the upload. Resolve any errors that appear. To do so, fix the issue in the file you uploaded, then click Back and re-upload it. If you have no errors, click Close.

    If the email indicates that the batch failed, you can find details about the processing of the batch files under the Schedule Run History Report.