Skill Profiles

A skill profile is a set of skills, each with an assigned value, that can be assigned to an agent-based team or to an individual agent. For example, a skill of English might be assigned a high level of proficiency in one skill profile and a lower level in another profile.

If a skill profile is assigned to a team, all agents logged in to that team are associated with that skill profile unless the agent is assigned a specific skill profile.

To create, copy, or edit a skill profile:

Procedure

Step 1

On the Webex Contact Center Portal navigation bar, select Provisioning > Skills > Skill Profiles.

Step 2

On the Skill Profiles page:

To add a skill profile, click + New Skill Profile.
To copy or edit the settings for a skill profile, click the button to the left of a listed skill profile and select Copy or Edit .

Step 3

Enter or change the name and optional description of the skill profile on the Add, Copy, or Edit page.

Step 4

Select or clear the check box to the left the name of each skill you want to add to or remove from the skill profile, and specify the value of each selected skill as described in the following table.


For this skill type	Do this to specify the skill value
Proficiency	Drag the slider to a number between 0 and 10 to indicate how proficient the agent is in this skill.
Boolean	Click one of the radio buttons to specify whether the agent has this skill (True) or does not have the skill (False).
Text	Enter a maximum of 40 characters (including spaces).
Enum	Select the check box next to each list value that represents a skill the agent has.

Step 5

Click Save to save the skill profile.