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inContact WFMv2 Administration > Workforce Settings > Skill Levels > Edit Skill Levels

Edit Skill Levels

Required Permission — WFM Permissions>Workforce>Skill Levels>Edit

OverviewClosed

Skill Levels in inContact WFMv2 allow you to categorize agents based on their efficiency with a particular skill. They are used in skills-based scheduling.

This topic explains how to edit Skill Levels in inContact WFMv2.

For more information, see Skill Levels Overview.

  1. Click WFOWFMv2 PortalWorkforce Skill Levels.
  2. If you only have one Environment, skip to the next step. Otherwise, use the Select Environment drop-down list to select the correct Environment.
  3. Optional: Use the Select Contact Group drop-down list to filter by Contact Group.
  4. Click the Edit icon for the Skill Level you want to edit.
  5. Revise the values in the Description field, the Service Efficiency field, or both. If supported in your organization, you can also edit the Reserve Skill/Threshold field.
  6. Click the checkmark to save your changes or, if you decide no changes are needed, click the X to cancel.