Add skills to an ACD agent

You can add skills to an agent in two places:

• In the Skills Configuration dialog box that appears when you add a skill

• In the ACD Configuration dialog box for each user or workgroup

To assign skills to an agent in the Skills Configuration dialog box, see Creating skills and assigning them to owners

To add skills to an ACD agent in the ACD Configuration dialog:

Skill names must be defined in the Skills container in Interaction Administrator before they can be assigned to a user (for example, an ACD agent).

1. Double-click a user name from the list of CIC users in Interaction Administrator.

2. Select the ACD configuration property page.

3. Below the Skills box, click Add.
   The Add Skill list appears.

4. Select a skill name and click OK. The selected skill name appears in the Skills box.

5. In the Proficiency box, type a number between 1 and 100.

6. In the Desire to Use box, type a number between 0 and 100.

7. Click OK.

For more information, see the ACD Processing white paper found in the PureConnect Documentation Library on the CIC server.

Related topics

Overview of skills