The Skillsets screen is divided into three sections: Skillsets, Selected Skillset, and Selected Properties. The first section labeled Skillsets will display a list of all your existing skillsets in the order in which they were created. The skillset whose name is highlighted in blue will determine the settings shown below.
If skillsets have not been added or configured, Default Skillset will be the only entry listed with no skills selected. You may rename or configure Default Skillset or you may create a new skillset.
To create a new skillset:
- Click Add.
- A highlighted entry named New skillset is added to the list of skillsets. When a skillset is highlighted, you can use the settings below to configure the skillset.
Selected Skillset: - Use this field to rename the skillset.
Skillset Properties: - To add skills, place a checkmark next to any skills you wish to include in the skillset.
The Priority setting can be used to designate a team that is more specialized in a particular skill. Use the drop down menu to raise the priority of a skill and apply that skillset to the team. This will ensure requests for that skill will be delivered to a more specialized agent if one is available. Otherwise when priorities are all equal, the agent who has been available the longest will receive the request. These settings will not alter the priorities configured on the Queues page.
Apply changes to active sessions after updating: - Place a checkmark here before clicking Update in order to apply your changes to any agents that are currently signed in with the CCA.
- Click Update to save your changes.
- The skillset can now be assigned to a team by using the Skillsets tab on the Agents page (see Agents).
Note: Team skillset cannot include a mix of retail and non-retail queue types. If you attempt to assign the Retail skillset while non-retail queue types are also selected, you will be presented with an error message upon clicking Update, which will appear in red at the top of the page.
Non-retail queuesRetail queue