To effectively assist visitors with inquiries related to business goals, agents are trained to develop expertise in specific areas. These areas of expertise are known as skills.
To create a skill:
1. Log in to your Conversational Cloud account. The homepage appears.
2. On the hamburger menu click the Manage tab and click Users & Skill. The User Management page appears.
3. Click the Skills tab in the User Management page. The Skills page appears.
4. Click the Add skill option on the bottom of the page. The skill details page appears.
5. Fill in user details as required:
- Name: Provide the name of the skill into the field.
- Description: Provide a description for the skill.
- Transfer to skills: Select the skill from the dropdown menu you want to transfer the conversation to, you can disable this option by clicking the checkbox.
- Messaging Response time: Set the maximum wait time (in seconds) that you’re allowing your visitors to wait for agents with this skill. Select between the following:
- Account settings: Set the wait time based on the account settings where default is 1 hour, urgent is 5 minutes, and first time is 10 minutes.
- Custom settings: Set a custom wait time.
- Auto close: Set the maximum wait time before an inactive conversation can close. Select between the following:
- Account settings: Set the wait time based on the account settings where default is 90 days.
- Custom settings: Set a custom wait time.
Scroll down to view the remaining fields to be filled:
1. Fallback skill: Select the fallback skill to route the conversation to. Select between the following:
- Account level skill: Select to route the conversation to a skill based on the account.
- Custom setting: Select to route the conversation to a skill of your choosing.
2. Working day and hours: Select the working hours and days for this skill. Select between the following:
- Account settings: Select to set the working hours based on the account setting.
- Custom settings: Select to set specific working hours and days.
3. Special occasions: Select a special occasion and the working hours for the skill. Select between the following:
- Account settings: Select to set the occassion based on the account setting.
- Custom setting: Select to set a specific special occasion for the skill.
4. Max wait time: Input the maximum wait time for a chat engagement.
Click Save. The skill is now added to the Skills tab.
You have successfully created a skill.
You can also create profiles to assign user roles, giving you more control over your team.
