Your agents are trained to help visitors according to your business needs. An agent’s area of expertise is referred to as a skill. For example, you can create the skill, Sales, for agents who are sales representatives. When visitors click an engagement assigned to Sales, they are routed to the first available Sales agent.
Go to the Engagement Portal > Manage > Users and Skills
To create skills:
- Click on Skills
- Click +Add Skill.
Type in the name and description.
- Set the maximum wait time (in seconds) that you’re allowing your visitors to wait for agents with this skill. This ensures that your agents are fully occupied, yet not overextended, and that visitors won't wait longer than the maximum wait time.
- Click Save.
Maximum wait time is defined as the length of time from the moment that the visitor completes the pre-chat survey until the moment he is connected to an agent. If there’s no pre-chat survey configured for the engagement, then the maximum wait time starts when the visitor clicks the engagement.
Note: You can also create a new skill within each user profile. See the next section.
Assigning Skills to Users
Users are assigned skills by selecting a skill that you have already created, or typing the
name of a new skill, and assigning it to a particular user.
To assign a skill to a user:
- Go to the Users list.
- Click the user’s name.
- In the Skills field, select an existing skill or type the name of a new skill that you wish to assign to this user.
- Click Save.
Assigning Skills to Engagements
To assign a skill to an engagement:
Assign skills to engagements in the Engagement studio, in the Campaigns Area.
- Open a campaign:
- Click on the Engagement to which you want to assign a skill.
- In the setting section select Specific skill.
- Click Done.
Create skills according to your business needs. Then assign skills to your agents. Finally, assign a skill to each chat engagement, so that when visitors click on the invitation to chat, the chat is routed to the agent that can most likely answer the visitor’s question.