Overview
A skill is a competence (talent, knowledge, specialization) which a person has. It can be language(s) spoken, level of technical knowledge, knowledge of particular products or something else. A person can have many skills attributed to them. A queue can be matched with only one skill. When the queue is matched with a skill, that skill becomes a qualification that a person must have in order to serve that queue. For example, a contact center has two queues. Queue A has no skill assigned to it. Queue B has the Arabic language assigned to it. The contact center has 10 agents, two of whom speak Arabic. All 10 agents are qualified to serve Queue A, but only these two agents are qualified to serve Queue B.
Only users with the WFM_ANALYST role assigned can add, modify, or remove skills. For more information, see Roles.
Displaying Existing Skills
To display skills that already exist in the system, expand the Administration module in the navigation tree and click Skills. The Skills screen displays.
The name of each skill is displayed in the Skill Name column.
The Action button enables the following actions:
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Edit – modifies the skill.
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Delete – removes the skill.
Adding a New Skill
To add a new skill, click the Add New Skill button.
The Add New Skill pane displays.
Enter the name of the skill and click Save.
Alternatively, click Close to abandon changes.
Editing a Skill
To edit a skill, click the Action button in the Actions column for the skill. Select Edit.
The Edit Skill pane displays.
Only the name of the skill can be modified.
Click Save to save changes.
Alternatively, click Close to abandon changes.
Deleting a Skill
To delete a skill, click the Action button in the Actions column for the skill. Select Delete.
A confirmation dialogue appears with the message: Do you really want to delete the chosen skill <skill name>?
Click Delete to confirm.
Alternatively, click Cancel to abandon changes.
Skills already assigned to a queue or a person cannot be deleted.