SUP 5.2 Create a skill

Add New Skill opens a full page, not a dialogue.

1. Open Supervisor > Skills and select Add New Skill.
2. Enter the Skill Name. Helper text: "Enter a clear name for the skill group."
3. Enter the Description. Helper text: "Briefly describe this skill."
4. Set the Category if you want one. The selector reads Select Option, and the helper text states it is optional: skills can be filed under a category.
5. Set the Skill Evaluation Type. The page explains the choice itself: "Choose how routing engines prioritize this skill. Required skills are strict filters, whereas preferred skills optimize load-balancing."

Option	The application's own description
Required Skill	"Agents must have this skill to receive routed interactions."
Preferred Skill	"Agents can have this skill, but it is not mandatory for routing."

6. Select Save, or Cancel.

Required is a filter, Preferred is a preference, and the difference decides whether calls queue or connect. A Required skill nobody on shift holds means the interaction has no eligible agent and waits, however many people are free. Use Required only where handling the call without the skill would be wrong, such as a regulated product or a language the customer needs. Use Preferred for everything else, so routing favours the right person but still connects when they are busy.

Required and Preferred behave very differently under load. A Required Skill with two qualified agents means callers wait for those two people however many other agents are free. Preferred sends the call to a qualified agent when one is available and to anyone otherwise. Reserve Required for cases where an unqualified agent genuinely must not take the call, for example a regulated product or a language the customer needs.

Name skills for the capability, not the person. Spanish and Tier 2 hardware survive staff changes. A skill named after a team lead becomes an untouchable routing rule.

Figure key, Add New Skill

1. Form title.
2. Skill Name field.
3. Description field.
4. Category selector.
5. Required Skill option.
6. Preferred Skill option.
7. Cancel button.
8. Save button.