Change a User's Proficiency in a Skill

Required security profile permissions: Skills Edit

When you assign users to a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, you can set the users' proficiencies in that skill to help direct contacts to available agents with the greatest proficiency in the skill first. You can change a user's proficiency in a skill at any time.

When you change proficiency levels through the skills feature, you can change many or all users assigned to a single skill at the same time. If you want to change many or all skills assigned to a single user at once instead, you must do so through the users feature. For instructions, see Change a User's Skill Proficiencies.

1. Click Routing → Skills.

2. Locate the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to modify. Click the skill to open it.

3. Click the Users tab.

4. In the Assigned Users table, find the user you want to modify and click the drop-down in the Proficiency column. Select the new level you want the user to have. Repeat for each user you want to modify. Click Save Proficiencies.