🌟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

1. Skill name

2. Description

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/Chatbot Settings, sections: Default team for transfer, Agent schedule, Menu.