Assign Skill Scores to a Staff Account

Assign skill scores to a staff account for advanced routing.

You can assign skills to a staff account at the profile level or at the individual staff account level. Skills assigned at the profile level are inherited by staff accounts assigned to that profile, but skills can be modified and added to individual staff accounts.

1. Click Configuration on the navigation pane.
2. Do one of the following:
   • To assign skills to a profile, expand Staff Management, double-click Profiles, and then double-click the profile you want to edit. The Profiles editor opens.
   • To assign skills to a staff account, expand Staff Management, double-click one of the staff account reports, and then double-click the individual account you want to edit. The Account Details editor opens.
3. Click Skills.
   The Account Skill Scores window opens.
4. Click the Product or Language tab.
5. To add a product or language:
   1. Select the product or language from the drop-down list.
   2. Click the Add, indicated by green plus sign.
   3. Assign the skill an account score from the drop-down list.
6. To modify a skill at the account level that was inherited by a profile, click the blue arrow next to the skill score.
   Note: Changing an agent’s inherited skill score to 0 is not the same as assigning an agent to a profile without that skill. When the advanced routing queue has relaxed to a score of 0, the incident will be routed to an agent with a skill score of 0. The incident will only be routed to an agent assigned a profile without the skill if no other agents with that skill are logged in.
7. To delete a skill, click Delete, indicated by the red X next to the skill score.
   Skills assigned at the profile level can only be deleted at the profile level.
8. Click Save.