Managing Skills

Use

You use this procedure to create skills. You use these skills to route contacts to queues and to agents based on the defined skill levels of agents and queue requirements.

Prerequisites

You must have rights to create skills in the system.

Procedure

1. On the System Configurator main screen, choose Queue Management > Skills

2. Choose Add New.

3. Enter the basic information for the skill.

   The Name field is compulsory. The Description field allows you to enter an additional information about the skill. The External Name field is used for mapping a skill that some other system than Sinch Contact Pro has (for example SAP CRM).

4. For information about the rights assignment block, see Access Rights.

5. Save your entries.

To define skill levels for users, see Defining Skill Levels.

To define skills for queues, see Defining Skill Requirements.