Create/Edit a Skill

Required security profile permissions: Skills Edit/Create

Create a Skill

Creating a new skill and modifying an existing skill, is a different experience depending on the skill type. The fields change dynamically based on channel and inbound/outbound selection you make for the skill. For instructions on creating a skill, select one of the following topics based on the type of skill you are creating.

• Create an Inbound Phone Skill
• Set Up Manual Dialing
• Personal Connection
  • Set Up Agentless Proactive Voice Dialing
  • Set Up Predictive Proactive Voice Dialing
  • Set Up Preview Proactive Voice Dialing
  • Set Up Progressive Proactive Voice Dialing
  • Set Up Agentless Proactive SMS
  • Set Up Proactive Agentless Email
• Set Up Chat
• Create an Email Skill
• Create a Work Item Skill

Edit a Skill

1. Click Routing → Skills.

2. Locate the skill you want to modify. Click the skill to open it.
3. Click Edit.
4. Modify the fields you want according to the skill type:
   • Create Chat Skill Page
   • Create Email Skill Page
   • Create Manual Outbound Phone Skill Page
   • Create Inbound Phone Skill Page
   • Create Personal Connection Email Skill Page
   • Create Personal Connection Skill Page
   • Create Work Item Skill Page
5. Click Done.