Skills

The Skills tool allows you to create, manage, and assign skills to agents, giving the contact center 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 and call volumes. Based on the contact center's needs, supervisors can use the Skills tool to quickly update agent skill associations.

With this tool, you 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

Access the Skills page by selecting Skills from the Humanify Portal navigation menu.

Skills Topics

Below are links to all topics related to Skills:

• Features of the Skills Page
• Create a New Skill
• Manage a Skill
• Audit a Skill