Creating skills and assigning them to agents

Defining skill types and values, giving them to agents, and the priority setting that decides who gets asked first.

Defining skill types and values, giving them to agents, and the priority setting that decides who gets asked first.

Create skills

1. Open Admin Center, then People, then Skills.
2. Create a skill type, such as Language.
3. Add its values: Dutch, English, German.
4. Assign the values to agents.
5. Build a trigger that puts the required skill on tickets.

Types and values

The type is the category and the values are the options. Language with three values is one type. Creating a separate type per language gives you three types with one value each, and nothing works the way you expect.

Skill priority

An agent's skill can be marked as a priority, meaning routing prefers them for it. That is how you express "Anna is our best German speaker, but Bram can cover" without making Bram ineligible.

Worth using. Without it you choose between everyone being equally eligible and only one person being eligible, and neither reflects a real team.

Putting skills on tickets

A trigger does this, usually from the language field, a category, or the brand. Without such a rule, tickets have no skills and skill routing does nothing at all.

That is the most common reason a carefully built skill setup appears to have no effect.

Keep it current

Skills go stale. People learn things, move teams, and leave. A skills matrix that reflects last year sends work to someone who no longer does it, and holds work back from someone who could.

See also

• Managing skills on tickets
• Standalone skills-based routing with views
• Using skills to route tickets