Creating skill sets

Skill Sets are receipes of Skills. It allows 'types' of agents to be defined. Skill Sets are assigned to agents.

1. In the Settings menu, choose the Queues & Skills tab.
2. Choose Skill Sets in the left menu.
3. Click the '+' icon at the bottom right of screen.
4. Name the Skill Set & enter a description if needed.
5. Enter the Skills that make up the Skill Set
6. Click Create