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The content in this article is appropriate for: Administrators and Supervisors

To access this page, click Agent Management in the left-hand navigation bar to drop down the available page options, then click Manage Skills.

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  • Create a New Skill

    • Skill Details tab:

      • Name: delete the defualt default text and write in a name for the skill

      • Description (optional)

      • Affiliate (optional): click the drop down and choose from available Affiliates

      • Suspended (defaults to No): Leave as-is. Because skills can not be deleted, you can return here at any time and set to Suspended=Yes to take it out of service.

      • Click Update to save the skill

        • You can also Clone an existing skill, then make any necessary changes

    • Abilities tab:

      • Click the Choose an Ability dropdown and select an ability to add to this skill

      • Assign a Weight by typing a number in the text box

        • The higher the weight, the more this skill will factor for the agent when they are part of a Skills Based campaign that utilizes this ability
          💡 Weights are normally rated 0-100, however the maximum value permitted here is 999.99

      • Click Update to save the skill or repeat the above steps to add more abilities

        • You can also Clone an existing skill, then make any necessary changes

  • CSV

    • This button initiates a download of all skills on the ACD, sorted by creation date from oldest to newest

      • The downloadable CSV spreadsheet shows:

        • Skill ID

        • Name of the skill

        • Description

        • Created On timestamp

        • Suspended Y/N

        • Abilities that are associated with the skill

  • Refresh

    • Click to refresh the list

  • Options

    • Click to show/hide additional page view options

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