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


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