From the main menu bar, click Agent Management > Skill Templates. This allows supervisors to create, modify, and delete skill templates in the system.
A skill template is a collection of skills associated with a single business unit or all business units.
A skill defines an agent's area of expertise. Any skills created on the Skills page can be assigned to a skill template.
Clarity Connect uses skills-based routing to assign calls to agents with the appropriate expertise rather than simply choosing the next available agent. This means that agents skilled in Support are assigned a Support skill and can accept calls from the Support queue.
Queues are associated with a particular business unit (Support, for example), as well as a particular skill or set of skills an agent must have to accept calls from that queue.
Agents can have multiple skill sets, and each skill can be assigned a priority level via the Skill Templates page or Agent Profiles page. The most experienced agents can be assigned a first-level skill, while less experienced agents can be assigned a second, third, fourth, or even fifth-level skill. This ensures callers are routed to the most experienced agents first.
Click the Details icon (ellipsis) to view settings for the selected skill template.
Create New Skill Template
Click Create New Template to create a template name, assign a business unit, and assign skill levels (Figure 2).
Figure 1 Agent Skill Templates page
Figure 2 Create New Template page
Edit the following fields to create a new skill template:
Enter the template's name.
Select a business unit to associate with the template. See Business Units for more information on configuring a business unit.
Skill Drop-down Menus
Skills created on the Skills page appear as options when creating a new skill template. Select any combination of skill levels (or leave unset) from the drop-down menus to customize the skill template. Experienced agents should be assigned a first-level skill, while less experienced agents should be assigned a second, third, fourth, or even fifth-level skill. This ensures callers are routed to the most experienced agents first.
Click Save to finalize the new skill template.
Edit Existing Skill Template
Under Actions, click the Edit icon (pencil) to modify the selected template. Click Save to finalize any modifications.