SUP 5.2 Create a skill

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

1. Open Superviseur > Compétences and select Add New Skill.
2. Saisissez le Skill Nom. Helper text: "Enter a clear name for the skill group."
3. Saisissez le Description. Helper text: "Briefly describe this skill."
4. Set the Category if you want one. The selector reads Sélectionnez 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: "Choisissez how routing engines prioritize this skill. Requis skills are strict filters, whereas preferred skills optimize load-balancing."

Option	The application's own description
Requis 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. Sélectionnez Save, or Annuler.

Requis is a filter, Preferred is a preference, and the difference decides whether calls queue or connect. A Requis skill nobody on shift holds means the interaction has no eligible agent and waits, however many people are free. Use Requis 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.

Requis and Preferred behave very differently under load. A Requis 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 Requis for cases where an unqualified agent genuinely must not take the call, for example a regulated product or a language the customer needs.

Nom 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. Titre du formulaire.
2. Skill Nom field.
3. **Champ Description.
4. Category selector.
5. Requis Skill option.
6. Preferred Skill option.
7. Annuler button.
8. **Bouton Enregistrer.