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Overview

The Skills Manager is a powerful tool designed to enhance customer-to-agent routing in the support system, ensuring seamless and efficient interactions between customers and agents. Skills Manager identifies customer inquiries and matches them with the most suitable agent based on their expertise.

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Create Skills​

Click on the "Create Skills" button to initiate the skill creation process.

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Provide a clear and descriptive group name for the new skill. Choose a name that reflects the area of expertise or specialization the skill represents, such as "Car Loans," "Home Loans," "Technical Support," etc.

**Skill Description

Enter a brief but informative description of the skill. This description will help agents and other administrators understand the scope and context of the skill.

**Save and Verify

Review the skill information to ensure accuracy and completeness. 1.Click on the "Save" or "Create Skill" button to add the new skill to the Skills Manager.

** Skill Assignment

After creating the skill, the next step is to assign the skill to relevant agents. This ensures that the right agents will handle customer inquiries related to this skill.