Creating skill sets
Skill Sets are receipes of Skills. It allows 'types' of agents to be defined. Skill Sets are assigned to agents.
- In the Settings menu, choose the Queues & Skills tab.
- Choose Skill Sets in the left menu.
- Click the '+' icon at the bottom right of screen.
- Name the Skill Set & enter a description if needed.
- Enter the Skills that make up the Skill Set
- Click Create