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SUP 5.1 Review skills

SUP 5.1 Skills List

  1. Open Supervisor > Skills.
  2. Use Search skills to locate one.
  3. Review Skill Name, Type and Action.
  4. Select Add New Skill to create one.

On a tenant with no skills defined the list reads No skills found. That was the state of the reviewed tenant, which is also why the Skills column on every queue agent row showed a dash (SUP 1.4).

Skills are the piece most tenants skip, and then rebuild later. With none defined, every agent in a queue is interchangeable and the routing has nothing to work with. Define them before your agent population grows past the point where you can staff queues by hand.

Figure key, Skills list​

  1. Breadcrumb.
  2. Left navigation, with Skills selected.
  3. Search skills field.
  4. Add New Skill button.
  5. Skill Name column.
  6. Type column.
  7. Action column.