# Skills

## Main capabilities of Skills

**Agent skills** are key skills that agents need to handle dialogs successfully. They ensure tasks are assigned to the right agent and enhance the quality of customer service.

* **Skills identification:** Each agent can have one or more skills that they are proficient in. 
* **Skill Rating**: Each skill has a rating indicating an agent's level of expertise.
* **Skill assignment:** When assigning a dialog, it is possible to specify the required skills and their minimum rating to handle this dialog. For example, when the Loans menu is selected, a dialog will be automatically assigned to an agent who has the Loans skill with a rating of at least 5.
* **Automatic assignment:** Dialog skills are only taken into account when automatically distributing dialogs within your team.
* **Manual assignment:** If a user manually assigns a dialog to themselves or another agent, the skills are not taken into account.

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## Skills list

There are two subsections in the Skills section:

* **Active** - displays a list of active skills;
* **Deleted** - displays a list of deleted skills.

In the Active section, you can edit existing skills and create new ones. 

In the Deleted section, you can restore deleted skills. 

To create a new skill/edit an existing one, click **Add skill/Edit skill.**

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## Create/Edit a Skill

<figure><img src="https://2498134934-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F5yF7NRiGknx3Bqj4OgYA%2Fuploads%2FkZlqd9vmvMreUFAbaqLn%2Fimage.png?alt=media&#x26;token=1b071e87-f4df-44e4-bb9a-634f33c1f1f0" alt=""><figcaption></figcaption></figure>

1. **Skill name**
2. **Description**

{% hint style="info" %}
For skills to be considered when distributing dialogs, attach them and set the minimum rating in the Agent/Chatbot settings. For more details, see the [Agents Settings](https://help.novatalks.com.ua/en/get-started/agents#skills)/[Chatbot Settings](https://help.novatalks.com.ua/en/get-started/settings/chatbots), sections: [Default team for transfer](https://help.novatalks.com.ua/en/get-started/chatbots#default-team-for-transfer), [Agent schedule](https://help.novatalks.com.ua/en/get-started/chatbots#agent-schedule), [Menu](https://help.novatalks.com.ua/en/get-started/chatbots#menu).
{% endhint %}


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