Add an ACD skill

Prerequisites
  • Routing > Skill > Manage permission

  1. Click Admin.
  2. Under Contact Center, click ACD Skills. The Manage ACD Skills page opens.
  3. From the Category drop-down list, select the category under which you want the skill to be organized:
    • Languages. For example, an agent who speaks or comprehends Japanese and can assist Japanese-speaking callers.
    • Skills. For example, if an agent is highly competent in warranty specifications, he or she can be a first choice when the system routes warranty calls to agents.
  4. Select Add Skill. The Add Skill dialog box opens.
  5. In the New ACD Skill text box, type the name of the skill you want to add. .
Note: To make the most of ACD skills, keep your entries short and follow a consistent format. For example:
  • Accounting, Warranty, Service, Windows, Mac. 
    Not:  Some accounting, Knows warranty, Uses Windows but knows some Mac.
  • Spanish – Oral, Spanish – Written, French – Oral, French – Written. 
    Not: Spanish–Oral, Speaks French, can read Chinese.

  1. Click Save. A message appears, informing you the new ACD skill tag was successfully created. 

You can now assign the skill to agents. For more information, see the Suggested content.