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Adding Skills to an ACD Workgroup

This procedure assumes one or more workgroups have been defined in Interaction Administrator. Skill names must be defined in the Skills container in Interaction Administrator before they can be assigned to a workgroup (for example, an ACD queue monitored by ACD agents who belong to that workgroup).

To add skills to an ACD workgroup

In Workgroup Names list, double-click a workgroup name.
Click the ACD configuration tab.
Below the Skills box, click Add.
The Add Skill list appears.
Select a skill name and then click OK.
The selected skill name appears in the Skills box.
In the Proficiency box, type a number between 1 and 100.
In the Desire to Use box, type a number between 0 and 100.
In the Weight box, type a positive or negative decimal number (for example, -1.5, 0.0, 1.5, and so on.)
Click OK.