Skills can help you organize agents into Queues, and route tasks effectively by using them in Routing Rules. Managers can create teams through the Skills tab on the User Management settings page.

When creating a Skill, you can assign it a Name so that it can be found when adding skills to users.

Skills can be added to users from the Agents page. For more information, check out the article on How to Add Skills to an Agent.

Non-default skills can be deleted if they are not associated with any agents. Remove skill from agents first before deleting. Default skills include: Inbound Call, Inbound Email, Inbound SMS, Outbound Call, Outbound Email, Outbound SMS.

To edit the name of a skill used by agents, contact