Add an ACD skill or language to a user


Prerequisites
  • Routing > Skill > Assign permission

  1. Click Admin.
  2. Under People and Permissions, click People.
  3. In the Search field, to filter the type the first few letters of the person’s first or last name.
  4. Click More  and from the menu that appears, click Edit ACD Skills.
  5. Do one of the following:
    • In the Skills text box, type the name of the skill you want to add to the agent and select it from the list.
    • In the Languages text box, type the name of the language you want to add to the agent and select it from the list.
  6. (Optional) Add a rating to the language or skill
    Note: Ratings for languages currently do not influence or affect routing.
  7. Repeat steps 5–6 for each skill or language you want to add.
  8. Click Save.