Creating and deleting skills
You create skills under Global elements › Skills; you need the Skill configuration permission for this. The dialog has three fields:
| Field | Meaning |
|---|---|
| Name | Required. The name appears in the Agent, in flows and in reports. |
| Color | background color of this skill’s conversations in the agents’ conversation overview |
| Description | free text |
Together with the new skill, the server creates its distribution rules with default values. You edit them under Automatic conversation distribution.
Delete marks a skill as deleted. The list then hides it; its name is kept in reports. At the same time, the server removes its distribution rules, the agents’ qualifications for it, the administrators’ permissions, the entries in skill groups and the assignments to VIP filters. It cannot be restored.
The Automatic conversation distribution list
The list shows one row per skill — an administrator only sees the skills they have permissions for. The header shows under Active how many skills are currently open, and under All the total number.
Columns visible initially:
| Column | Content |
|---|---|
| Name | the skill |
| Logged in agents | logged-in agents with a qualification for it |
| Active | whether the skill is currently open |
| Current calls, Current emails, Current faxes, Current chats | ongoing conversations per channel, including waiting ones |
The Column Chooser adds more: Calendar open, Manual opened, Holiday, Routing group and, per channel, figures from the real-time statistics — for example Calls / h, Abandoned calls / h, Calls AVG wait time and Calls AVG conversation time. The “/ h” values are rates per hour.
Commands
| Command | Effect |
|---|---|
| Properties | opens the skill’s distribution rules; with the See permission, the command is called Show |
| Open manually, Close manually | opens or closes the selected skills immediately, regardless of the business hours — see When a skill is open |
| Copy configuration | transfers one skill’s distribution rules to others |
You cannot create or delete a skill here; that is done under Global elements › Skills.
Copy configuration: Choose the command on the skill that serves as the template, select the targets and choose Paste configuration from … there. All settings except name and description are transferred — including Manual opened, the color and the routing group. Afterwards, check the Holidays and Classification tabs in the target. Esc discards the copy as long as you have not pasted it yet.
The dialog
A skill’s distribution rules are on twelve tabs:
| Tab | Content |
|---|---|
| Basic Data | queue limits, pick, real-time translation, routing group — see Queue and basic data |
| Call, Voicemail, Email system, Chat | settings per channel — see Settings per channel |
| Distribution scheme, Distribution strategy | how an agent is selected — see Distribution scheme and distribution strategy |
| Business hours, Callback limits, Holidays | when the skill is open and how many callbacks it offers — see Business hours and holidays |
| Constraints | when agents should not take a break or log off — see Constraints |
| Classification | what agents use to categorize a conversation at the end — see Classification |
Which tabs an administrator may edit is determined by their administrator profile for this skill — see The permissions in the profile.
Save applies all tabs at once; the server applies the new rules immediately. If the Priority in a channel is greater than the Best priority, the field changes color, Save is locked, and the info area reports Priority not valid.