User Profile Skills Tab

Required security profile permissions: Users View

The user profile Skills tab page displays two tables: one that contains a list of skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge assigned to the user and the proficiency the user has in the skill, and one that contains a list of available skills that are not currently assigned to the user. From this page, you can add or remove skills from the user or change the user's proficiency level in a skill.

From the users feature, you can add or remove multiple skills to or from a single user at the same time. If you want to add or remove multiple users from a single skill at the same time, you must do so through the skills feature. For instructions, see Add/Remove Users to/from a Skill.

Assigned Skills

Buttons

Save Proficiencies: Applies changes to the user's proficiency levels if you modify them. You must click Save Proficiencies to apply your proficiency changes and to apply any new additions to the Assigned Skills table.
Remove Skills: Removes selected skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge from the table. Skills that you select with the checkbox on the right and remove with this button reappear in the Add Skills table.

You do not have to remove a skill from a user to deactivate the skill. When you deactivate a skill, it is no longer available for users assigned to it. If you choose to reactivate it, users that were left assigned to it can use it again.
Remove All: Removes all skills from the table, regardless of whether or not they are selected. All skills reappear in the Add Skills table.

You do not have to remove a skill from a user to deactivate the skill. When you deactivate a skill, it is no longer available for users assigned to it. If you choose to reactivate it, users that were left assigned to it can use it again.

Columns

ID

The unique, system-generated ID assigned to the skill at creation.

Name

The name of the skill as specified in the skill profile.

Media Type

An iconic representation of the type of media the skill supports. It is one of the following:

— Chat skill
— Email skill
— Phone skill
— Voicemail skill

Proficiency

The user's level of proficiency in the skill. The levels are relative to each other. The cell is a number between 1 (highest) and 20 (lowest).

Active

A checkbox that, when checked, indicates the skill is currently active.

Add Skills