Skills Tab (Licensed Feature)

Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

Figure: Skills Tab

By closely matching an incoming call to the call center agent best-prepared to address a particular issue, callers experience shorter wait times and faster resolution of their issues, reducing Average Handle Time. Because the agents are trained for more specific skill sets, less training is required.

Furthermore, most highly-skilled agents can be assigned to important clients, targeting resources where they will provide the most return for the call center. These factors significantly reduce abandon rates and increase agent utilization, productivity and overall call center efficiency.

As per different Queues/DIDs, different skills can be created.

Create a Skill

Voice-Admin may create new Skills by following below steps.

1. Click "Add" button. It shows a row in the blank area.

   

   Figure: Adding a New Skill

2. Enter Skill name and define skill levels by clicking "Add Skill Level". It shows the following pop-up.

   

   Figure: Row to Add a Skill Level

   Here, click "Add" button to add a skill level. Enter the name of skill level and its weightage.

   

   Figure: Adding Skill Levels

   You can select a skill level name and click "Delete" it.
   After adding the required skill levels, click "Save" to save them. Whereas you can click "Cancel" to discard the changes.
   When you click "Save", it takes you back to the main that shows the list of added Skill Levels.
3. Assign the users in the respective skill by clicking "Manage Users" button.

   

   Figure: Manage Users

   Perform the following steps here.
   1. Select the user from "Available" section.
   2. Click on ">" symbol to assign the user. If Voice-Admin wants to unassign a user from the campaign, then simply select the user and click on "<" symbol to unassign that user.
      Assigned users will be listed in "Assigned" section.
   3. To unassign users, select the users in "Assigned Users" section and click < icon.
   4. Click "Save" button to save the changes.



Figure: Added Skills

4. The skills can be assigned to the queue while editing it in the settings of any campaign. Here, "Skill in Queue" column shows the list of queues where a skill has been assigned. Click the link in "Skill in Queues" column to see the list of queues in which it has been assigned.

   

   Figure: List of Queues

5. Click "Apply" to apply the changes.
   Rather, you can click "Refresh" to discard the changes. You can add multiple skills here.

Delete a Skill

The deleted skill cannot be retrieved. Also, the deleted skill will not be applied in the selected queue and campaign.

To delete a skill, select it and click "Delete" button. The warning message is displayed on the screen. Click "Yes" to delete the selected skill. Else, click "No" to not delete it.

Figure: Delete the Skill

Once the skill is created, it cannot be edited, it only can be deleted. If the user has to edit the skill, then Voice-Admin can do this by deleting it and creating a new one.
On the other hand, the Voice-Admin has the right to manage the users and assigning or unassigning the new skill levels to the existing skill.