This article explains how to add and manage Agent Skills.
What is a Skill? #
Skill is a qualification, competency or training acquired by an agent, based on which, the agent can add value or provide a quicker resolution to the customers. Skills are useful to route calls from a particular client location to specific agents.
Skill Types #
Preferred: Good-to-have skills, without which, the calls can still be answered. Calls are routed to the agents with
Preferred Skillsfirst. If no such agent is available, call will go to an agent without this skill.Mandatory: Must-have skills, without which, the calls cannot be addressed. Agents without this skill will NOT receive the call even if they are available.
Skill Type Examples #
While conducting interviews for a startup, Digital Marketing could be a Mandatory Skill for the interviewer. Salary Negotiation could be a Preferred Skill.
However, for an HR as Video Service Desk agent, Salary Negotiation is a Mandatory Skill.
Create Skill #
Login as an admin to the Video Service Desk Dashboard.
From the left side menu, go to the
Skillssection.
Here you can see the list of
Skills.
To add a new skill, click on
Create Skillbutton on the top right corner.
Add
Skill NameandDescription.
Click
Save.
Edit Skill #
Login as an admin to the Video Service Desk Dashboard.
From the left side menu, go to the
Skillssection.
Here, you can see the list of
SkillswithEditbutton.
Delete Skill #
Login as an admin to the Video Service Desk Dashboard.
From the left side menu, go to the
Skillssection.
Here, you can see the list of
SkillswithDeletebutton.
