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Siebel Chat Guide > Managing Siebel Chat > Process of Setting Up Oracle Contact On Demand Administration Manager > Setting Up Skills in Oracle Contact On Demand Administration ManagerSkills in Oracle Contact On Demand are associated with agents. Skills are the abilities that each agent possesses, allowing the agent to handle requests coming into the contact center. Oracle Contact On Demand matches the requirements of the incoming request with the skills of the available agents, and routes the request to the agent most qualified to handle it. You can also associate skills with workgroups. This task is a step in Process of Setting Up Oracle Contact On Demand Administration Manager. To set up and assign skills in Oracle Contact On Demand Administration Manager
For more information about defining skills for your company, see Oracle Contact On Demand Administration Manager Guide. |
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