Qualifications are named levels, for example “Expert”, “Advanced” and “Beginner”. Each level has a number: 1 is the best, higher numbers are weaker. There are separate lists for skills and for languages: Global elements › Qualifications › Skills and Global elements › Qualifications › Languages. For this you need the Skill qualification configuration or Language qualification configuration permission respectively.
You choose the levels in the tables of the agents and the groups. Conversation distribution uses them to find the best-qualified free agent, and for minimum levels and escalation.
Creating a level
- Right-click in the list and choose Add.
- Enter the Qualification name.
- Click Save.
A new level gets the next number and is therefore the weakest. The list shows the Name and, under Qualification, the number.
Moving levels
Higher and Lower in the context menu swap the number of a level with that of the neighboring level.
Deleting a level
If you delete a level, all weaker levels move up by one number. Agents, groups and skills that had the deleted level get the next weaker one; if it was the weakest, they get the new weakest.