The Manage Individual Skills tab is only visible by administrators or for those agents who have been authorized to modify individual skills from the My Profile page. System administrators must grant permission to a call administrator or call manager first, who can then grant permissions to other users. For example, team leads can only modify agents they control.
Any role above an agent has the ability to grant these permissions (e.g. supervisor or admin). Permissions are granted from the Security tab of the Agents page (see Agents Security Tab for more information).
To Manage your own Individual skills:
- From the My Profile page, select the Skills tab. You will be presented with a screen that shows you all of the skills that are assigned to you, whether they are team skills inherited from a skillset or ones that were individually assigned by you.
- Click on the Manage Individual Skills button located in the top right corner.
- The Manage Individual Skills dialogue box will open.
4. Use the numbers located at the bottom of the box to go through all pages of skills to find the one you want to assign to yourself or edit. When you have found the skill you are looking for put a check in the checkbox to the left of the skill name and select the required priority from the drop down menu.
Note: If you are editing a skill that was inherited from a team skillset you will not be able to delete that skill, however you can set it to the Exclude option, so you will not receive calls from that queue and that queue will be removed from your list of skills. If you wish to receive calls from that queue again, simply change the priority to anything other than Exclude.
When you have selected all necessary skills you wish to have click OK located at the bottom of the dialogue box. Make sure you have placed a check in the Apply changes to active sessions after updating checkbox to ensure your changes are implemented as soon as possible.