Contacts in a queue are routed to agents with a specific skill. Before you can provide a new user with a skill, or create a new queue and point out to where its contacts shall be routed, you must make sure there is a suitable skill in ACE Admin.
To handle skills you need the Own group or skill access function in your access role.
Under the window opened via the Organise | Groups and skills window, all the facts are found on the Skills tab.
This is how you add a skill:
- Click on the Create new... button.
- Enter a descriptive name for the skill, such as Invoices.
For the short name, three characters is enough.
- Select any Subarea.
- Save with OK.
This is how you specify which agents shall have a specific skill:
- Select the skill name in the list to the left.
- Click on the Change... under Users with the skill.
- In the opened window you select one or more users under Available.
- Grade the skill by a figure between 1 and 9. The higher the figure, the higher the skill.
- Click on the arrow to move the selected skill(s) to Selected.
- Click on OK to save and return to the Groups and skills window.
- Close Groups and skills with OK.