Required security profile permissions: Users Edit
When you assign users to skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, you can set the users' proficiencies in those skills to help direct contacts to users with the greatest proficiency in the skill first, if available. As users spend time working in their skills, you may want to increase or decrease their proficiency levels in some of their skills.
When you change proficiency levels through the users feature, you can change many or all skills assigned to a single user at the same time. If you want to change many or all users assigned to a single skill at once instead, you must do so through the skills feature. For instructions, see Change a User's Proficiency in a Skill.
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Click Admin → Users → Users.
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Use the page links in the body of the table, or the search feature at the top, to locate the user whose skill proficiencies you want to edit. Click anywhere the user's row to open the profile.
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Click the Skills tab.
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In the Assigned Skills table, locate the skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to modify. In each skill's row, click the drop-down in the Proficiency column and select the new level you want the user to have.
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Click Save Proficiencies.
