Required security profile permissions: Skills Create
To set up communication between your agents and contacts, you must set up a skill. A skill can be for inbound voice, manual outbound phone, Personal Connection automated dialer, chat, email, voicemail, or work items.
Because the fields in the single skill creation wizard change dynamically based on the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge type, see the following topics for descriptions of the fields available for each skill type:
- Inbound phone skill
- Manual outbound phone skill
- Personal Connection proactive outbound phone skill
- Personal Connection proactive agentless outbound email skill
- Chat skill
- Email skill
- Work item skill
