Add a skill to be used for contacts routing

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:

  1. Click on the Create new... button.
  2. Enter a descriptive name for the skill, such as Invoices.
    For the short name, three characters is enough.
  3. Select any Subarea.
  4. Save with OK.

This is how you specify which agents shall have a specific skill:

  1. Select the skill name in the list to the left.
  2. Click on the Change... under Users with the skill.
  3. In the opened window you select one or more users under Available.
  4. Grade the skill by a figure between 1 and 9. The higher the figure, the higher the skill.
  5. Click on the arrow to move the selected skill(s) to Selected.
  6. Click on OK to save and return to the Groups and skills window.
  7. Close Groups and skills with OK.