Skills let Zailab's routing algorithm assign interactions to agents based on the skills they have. For example, if you have a group of agents fluent in Mandarin, you could delegate calls to them with a Skill called Mandarin Chinese.
Step 1: Click Skills on your Administrator Dashboard.
Step 2: This view displays a list of your organization's Skill Groups, which categorize Skills into sections. To add a new Skill Group, click the plus icon on the top right-hand side of the list view.
Step 3: Enter a name for your skill group in the pop-up screen and click Done.
Step 4: Click your newly created Skill Group.
Step 5: This view shows a list of Skills in the current group. (Currently there is none.) Click the plus icon on the top right to add a new Skill.
Step 6: Enter a name for your new agent Skill and click Done. Your new skill can now be used to set up Work Types.
Removing Skills and Skill Groups
Note: You cannot remove a Skill that is being used in a work type or assigned to an agent as an attribute. You also cannot remove a Skill Group if the above is true for a Skill within that group.
Step 1: To remove a Skill or Skill Group, click the trash icon on the top right of their respective list views.
Step 2: Click the Skills or Skill Groups you'd like to delete. Their borders will be highlighted red.
Step 3: Click the tick icon to confirm the deletion.