The Skill Management section is where all available skills are created and maintained. Agent abilities are combined to form skills, which are then assigned to campaigns that utilize the Skills Based Routing call distribution type.

For more information on Ability Management, click here.

For more information on creating/editing abilities and skills and using them in a Skills Based Routing campaign, click here.

To access Skill Management:

  • Click Agent Management in the left-hand navigation bar


  • Click Skill Management in the list of options

On the Skill Management page you can:

  1. Create a New Skill

    • Skill Details tab:
      • Name
      • Description [optional]
      • Suspended: [defaults to No] leave as-is, this option is used to take the skill out of service
      • Click Update to save the ability
    • Abilities tab:
      • Choose an Ability from the dropdown to assign them this ability
      • Assign a Weight
        • The higher the weight, the more this ability will factor for the agent when they are part of a Skills Based campaign that utilizes this ability
      • Click Update to save the Agent assignment
      • Repeat the steps above until all agents are assigned

  2. Search the list of existing abilities

    • Begin typing in the text box to narrow down the list of existing abilities

  3. Modify page layout

    • Make changes to the number of entries that are displayed on the page

  4. Edit existing skills

    • Click the number of the skill you wish to make changes to
    • Skill Details tab: Name/Description/Suspended status can be edited
    • Abilities tab: 
      • Click Delete to remove the ability from an assigned agent
      • Or, Choose an Ability from the dropdown, then assign a Weight
      • Click Update to save changes

  5. View/Sort basic stats

    • View the following skill info:
      • # number
      • Name
      • Description
      • Created On date
      • Suspended status
      • All Abilities that make up this skill
    • Sort any of the columns by clicking the up/down arrows in the column header