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Setting Up Skills in Oracle Contact On Demand Administration Manager

Skills 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

1. Navigate to the Options screen, then Skills view in Oracle Contact On Demand Administration Manager, and click Add.
2. On the Skills screen, enter a name and description for the skill, and click OK.
3. To assign this skill to an agent:
   1. Navigate to the Options screen, then Agents view.
   2. Select an agent, and click Edit.
   3. Go to the Skills tab, and define the skill level for this agent.
   4. Click OK.
4. To assign this skill to a workgroup:
   1. Navigate to the Options screen, then Workgroup view.
   2. Select a workgroup, and click Edit.
   3. Go to the Skills tab, assign skills to the workgroup, a weight to each skill, and click OK.

For more information about defining skills for your company, see Oracle Contact On Demand Administration Manager Guide.