Skills are configurations of channels that you assign to agents to allow them to handle certain types of contacts. For example, a skill can be dedicated to handling calls with Spanish-speaking contacts, billing chats, sales calls, or any other type of specialized interaction type through a specific channel. You can configure skills in many different ways and each channel type has different requirements for configuration. Some skills, including inbound phone, email, and chat, require you to configure and link a point of contact. You can optionally configure dispositions or tags for agents to apply to each interaction once it ends. See Skills Overview for more information about skills.
You must assign each skill to a campaign. Campaigns are a method for categorizing skills for reporting purposes. You can set up campaigns to organize skills any way you want, but each skill must belong to a single campaign. A campaign may be assigned to any number of skills. See Campaigns Overview for more information about campaigns.
