Skills

The Skills tool allows the contact center to assign skills to agents, giving them the ability to direct calls based on the agent's skill set. It also allows for multiple skill assignments to each agent for better management of the various call types or call volumes. Based on the contact center's needs, supervisors can use the Skills tool to quickly update agent skill associations.

With this tool, a contact center can perform the following tasks:

  • Add new skills
  • Update a skill name and description
  • View skills currently assigned, not assigned, or available to agents
  • Assign skills or remove skill assignments from agents
  • View agents currently assigned, not assigned, or available to a skill
  • Assign or remove agents from skills
  • Perform skill audits

Accessing the Skills Page – Method 1

Select Skills from the Humanify Portal navigation menu. Click on the double arrows at the bottom on the side-navigation pane to expand the panel.

The side-naviagtion panel after it gets expanded.

Clicking Skills on the navigation menu also reveals additional menu items:

  • Agent to Skill – Access this feature to focus only on assigning or removing agents for specific skills. For more information about using Agent to Skill, see Using the Agent to Skill Tool.
  • Skill to Agent – Access this feature to focus only on assigning or removing skills for specific agents. For more information about using Skill to Agent, see Using the Skill to Agent Tool.
  • Schedules – Used to create schedules that automatically assign, replace, and remove skills for agents based on a set date and time. For more information about using Schedules, see Schedules.
  • Precision Queues – Allows for the management of Precision Queues defined for the contact center at the initial deployment of Humanify Portal. For more information about Precision Queues, see Precision Queues.
  • Attributes Assignment - Access this feature to assign or remove attributes to Agent Name. For more information see Attributes Assignment Features.

Accessing the Skills Page – Method 2

Select the Skills shortcut from the Launchpad page.

 

Additional Skills Tool Topics

Listed below are additional topics related to the Skills tool: