Managing Skills

Skills describe what your agents are good at — billing, troubleshooting, a product line, a language, etc. The system uses skills to route conversations to agents who can handle them.

Skills are organized into skill groups (categories). For example, a "Languages" group might contain "English", "Spanish", and "Arabic".

Prerequisites

• You must have the CC Admin or CC Supervisor role.
• Navigate to Settings → Skills.

The Skills Page

Skill groups appear as collapsible sections. Each section lists its skills with description, number of agents, created by, and date. Use the search bar to filter across all groups.

Creating a Skill Group

1. Click New Skill Group.
2. Enter a name and optionally a description.
3. Click Create group.

Adding a Skill to a Group

1. Inside a skill group, click New skill.
2. Enter a name and optionally a description.
3. Click Create skill.

The skill is now available to assign to users in the Users page.

Editing a Skill or Skill Group

1. Click Edit on the skill or skill group row.
2. Update the name or description.
3. Click Update.

Deleting a Skill

1. Click Delete on the skill's row.
2. Confirm in the dialog: "Are you sure you want to delete this skill?"
3. Click Yes, Delete.

Deleting a Skill Group

1. Click Delete on the skill group.
2. Confirm in the dialog.
3. Click Yes, Delete.

Note: Deleting a skill group removes the grouping structure. It does not deactivate users or remove their access.

How Skills Connect to Users

Skills defined here appear in the skill dropdowns when you invite or edit users in the Users page. The more accurately you assign skills, the better the system can match conversations to the right agents.