The Skillsets screen is divided into three sections: Skillsets, Selected Skillset, and Selected Properties. The Skillsets section, located on the left side of the page, displays a list of all your existing Skillsets in the order in which they were created. The Skillset whose name is highlighted in blue, and is displayed in the Selected Skillset field, determines the settings shown on the right side of the page, in the Skillset Properties section.

Skillset Settings

If Skillsets have not been added or configured, Default Skillset is the only entry listed with no skills selected. You may rename or configure Default Skillset or you may create a new Skillset.
To create a new Skillset:

  1. Click Add.

    Skillset Settings

  2. A highlighted entry named New skillset is added to the list of Skillsets.

    Skillset Settings

  3. In the Selected Skillset field, rename the Skillset if desired.

    Skillset Settings

  4. With the Skillset still highlighted, use the Skillset Properties section to configure the skillset. Place a checkmark next to any skills you wish to include in the skillset. The Priority Setting is used to designate a team that is more specialized in a particular skill. Use the drop down menu to raise the priority of a skill and apply that skillset to the team; this ensures requests for that skill are delivered to a more specialized agent if one is available. Otherwise when priorities are all equal, the agent who has been available the longest will receive the request. These settings will not alter the priorities configured on the Queues page.

    Skillset Settings

  5. Place a checkmark in the Apply changes to active sessions after updating checkbox before clicking Update, in order to apply your changes to any agents that are currently signed in.

    Skillset Settings

  6. Click Update to save your changes.
  7. The Skillset can now be assigned to a team by using the Skillsets tab on the Agents page (see Agents).

    Note: Team Skillsets cannot include a mix of Retail and Non-Retail Queue Types. If you attempt to assign the Retail Skillset while Non-Retail Queue Types are also selected, you will be presented with an error message, which will appear in red at the top of the page, upon clicking Update.

    Skillset Settings

For more information, please refer to the following articles: