How to Create or Edit a Skill
Required security profile permissions: Skills Edit/Create
Creating a new skill and modifying an existing skill is a different experience depending on the skill type. The fields change dynamically based on channel and inbound/outbound selection you make for the skill. For instructions on creating a skill, select one of the following topics based on the type of skill you are creating.
Create a Skill
• Create Inbound Phone Skill
• Set Up Manual Dialing
• Set Up Agentless Proactive Voice Dialing
• Set Up Predictive Proactive Voice Dialing
• Set Up Preview Proactive Voice Dialing
• Set Up Progressive Proactive Voice Dialing
• Set Up Agentless Proactive SMS
• Set Up Proactive Agentless Email
• Set Up Chat
• Create an Email Skill
Edit a Skill
1. Click Routing > Skills.
2. Locate the skill you want to modify. Click the skill to open it.
3. Click Edit.
4. Modify the fields you want according to the skill type:
4. Click Done.