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Name
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Enter a name for the skill.
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Description
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Optionally, enter a description of the skill.
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Service Level Threshold
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Specify how many seconds a customer call can be in queue for this skill before being flagged as outside the service level. If a call is completed within this time interval, it is considered to have been handled within service level for this skill.
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Type
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If you are creating a new skill, specify the skill type:
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Text: A free-form text skill that must be matched exactly. For example, you might define a skill named Extension that will let you route a call to a specific agent’s extension number based on digits entered by the caller in response to a prompt. The text value can include up to 40 characters, including spaces.
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Proficiency: Can have a value ranging from 0 to 10 that represents the agent’s level of expertise in the skill. For example, you might define a skill for each language that your agents speak.
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Boolean: Can have the value of True or False to indicate whether or not the agent has the skill. For example, you might define a skill named PremierService to ensure that your most valuable customers get the best service. Your most experienced agents can be assigned a value of True, and your least experienced agents can be assigned a value of False
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Enum: A named set of predefined values. For example, a skill named Line of Business might have a set of three values: Sales, Service, and Billing. Each value can include up to 20 characters, including spaces.
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You can't change the skill type later.
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Status
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Select Active or Not Active. You can't inactivate a skill, if it is used in a skill profile or a routing strategy.
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