Skills

Skills Module assists us to "Match" Between Calls and the End User. 

For example,  When you few many agents in your call center, it may become necessary to find the right agent skills with the caller's. even when you have a multi-lingual environment, knowing what language the caller prefers may be required.

For example, the skills menu informs the system which agent is strong at and once the user select a certain language, the system will direct him/her to the available agent who is strong in the requested language.

We start with creating new tags (Identities ->> Tags menu). One for English speaker and one for French speaker.

Now, open the Skills menu (Identities ->> Skills) and click +New icon.

Give it a meaningful name and chose color and environment. When the environment is selected, a list of all agents will be displayed on the left side of your screen.

Select (or double click) the agent on the left that should be tagged with the given skill and save.

go to the rules menu to define the rule that only English speakers shall be selected to answer calls for this queue.