Required security profile permissions: Skills View
The Skills table contains a list of all skills in your business unit. It contains general information about each skill, including the system ID, descriptive name, channel type, and current status. From the table, you can create a new skill or open a specific skill to change its state, or modify its settings.
- ID
- The unique, numeric ID automatically assigned to the skill on creation.
- Type
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The channel or media type of the skill. It is indicated by the following icons:
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— Chat -
— Email -
— Phone -
— Voicemail -
— Work item
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- In/Out
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Whether the skill is inbound—contact-initiated—or outbound—agent-initiated. It is indicated by the following icons:
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— Inbound -
— Outbound -
— Personal Connection automated outbound
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- Name
- The unique, descriptive name of the skill chosen on creation.
- Campaign
- The campaignA grouping of skills used to run reports. to which the skill belongs.
- Dispositions
- Whether the skill is configured for dispositionsResult that the agent or system assigns to the contact when the interaction ends. as after call workAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. (yes) or not (no).
- Automatic Wrap-up
- Whether the skill is configured for automatic wrap-up as after call work (yes) or not (no).
- SLA (Threshold/Goal)
- The SLA required for the skill as the threshold in seconds and the goal in percent. The default is 30/90%, or a 30-second threshold and 90% SLA goal.
- Status
- Whether the skill is currently Active or Inactive.
