Skill Definitions

Skills-based routing is an optional Webex Contact Center feature that enables you to assign skill requirements, such as language fluency or product expertise, to incoming calls so they can be distributed to agents with a matching set of skills.

The Skill Definitions page provides an interface for viewing, creating, and editing the skills that can be assigned to calls and to skill profiles, which can then be assigned to teams or individual agents. For more information, see About Skills-Based Routing and Skill Profiles.

The maximum number of active skills that you can create is determined by the Maximum Skills and Maximum Text Skills values provisioned for your enterprise. For more information, see Tenant Settings.

To create, view, or edit skill definitions:

Procedure

Step 1

On the Portal navigation bar, select Provisioning > Skills > Skill Definition.

Step 2

On the Skill Definitions page:

To add a new skill definition, click + New Skill Definition.
To edit a skill definition, click the button to the left of a listed skill and select Edit .

Step 3

Specify or change the settings for the skill as described in the following table, and then click Save.


Setting	Description
Name	Enter a name for the skill.
Description	Optionally, enter a description of the skill.
Service Level Threshold	Specify how many seconds a customer call can be in queue for this skill before being flagged as outside service level. If a call is completed within this time interval, it is considered to have been handled within service level for this skill.
Type	If you are creating a new skill, specify the skill type (you cannot change the skill type): Text: A free-form text skill that must be matched exactly. For example, you might define a skill named Extension that will let you route a call to a specific agent’s extension number based on digits entered by the caller in response to a prompt. The text value can include up to 40 characters, including spaces. Proficiency: Can have a value ranging from 0 to 10 that represents the agent’s level of expertise in the skill. For example, you might define a skill for each language that your agents speak. Boolean: Can have the value of True or False to indicate whether or not the agent has the skill. For example, you might define a skill named PremierService to ensure that your most valuable customers get the best service. Your most experienced agents can be assigned a value of True, and your least experienced agents can be assigned a value of False Enum: A named set of predefined values. For example, a skill named Line of Business might have a set of three values: Sales, Service, and Billing. Each value can include up to 20 characters, including spaces.
List Values	If the skill type is enum, specify the values that can be associated with this skill. For example, for an enum skill named Operating System, you might define three values: Windows, Linux, and Unix. Each value is limited to a maximum length of 20 characters, including spaces. To add a value, type the value name in the List Value field and then press Enter. Repeat for each value you want to add. To delete a value, click the x on the left side of the value entry.
Status	Select Active or Not Active. A skill cannot be made inactive if it is used in a skill profile or a routing strategy.