Managing skills and skill categories
Admins can create, edit, or delete skills or skills categories. Skills are agent traits that ensure they are the right person to handle a customer interaction. Proficiency ratings indicate the agent’s level of expertise or knowledge of that skill.
For example, a skills category can be language skills so that you can route French-speaking callers to contact center agents that have the highest proficiency with French.
After defining skills, you can add these skills to a routing profile that prioritizes a set of skills.
This article covers:
Prerequisites for managing skills and skill categories
- Account owner or admin privileges
- Pro, Business, or Education account
- Zoom Contact Center license
How to add a skill category
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Skills.
- Click Add.
- Enter the required information:
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Category Name: Enter a display name to help identify the skill category.
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Description (Optional): Enter a description for the skill category.
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Skill Type: Select a skill type that the category will contain.
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Text-based: Skills that don’t require a proficiency level. For example, a contact center can have agents that are able to do warranty requests, but some agents aren’t better at warranty requests than others because it’s a standard procedure. In this case, a Warranty text-based skill would be appropriate.
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Proficiency-based: Skills that require a proficiency level as there are several levels of expertise. For example, a skills category can be Windows PC skills so that you can route customers to contact center agents that have the highest proficiency with Windows PCs.
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Max Proficiency Level: Select the max proficiency level that can be assigned to agents.
- Click Add.
The new skill category will be added to the skills list.
How to add a skill
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Skills.
- Locate the skill category to add skills to.
Tips:
- Enter keywords in the search bar to search through skills and skill categories.
- In the top-right corner, click the Skill Type drop-down menu to only display text or proficiency based skills.
- Click the gear icon
and select the checkboxes to display additional columns like the routing profiles that each skill category is used in.
- Click the plus icon (+) then Add Skill.
- Enter a Skill Name to identify the skill, then click Add.
The new skill will be added to the associated skill category.
How to edit a skill category
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Skills.
- Locate the skill category you want to edit.
Tips:
- Enter keywords in the search bar to search through skills and skill categories.
- In the top-right corner, click the Skill Type drop-down menu to only display text or proficiency based skills.
- Click the gear icon
and select the checkboxes to display additional columns like the routing profiles that each skill category is used in.
- In the last column, click the ellipses icon (...), then click Edit Category.
- Edit the following settings:
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Category Name: Enter a display name to help identify the skill category.
- If the Skill Type is Proficiency-based: Select the max proficiency level that can be assigned to agents.
- Click Save.
How to edit a skill
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Skills.
- Locate the skill category that contains the skill you want to edit.
- Click the down arrow icon to display skills in a skill category.
- Locate the skill you want to edit. You can also enter keywords in the search bar to search through skills.
- In the last column, click the ellipses icon (...), then click Edit Skill.
- Enter a new Skill Name, then click Save.
How to delete a skill or skill category
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Skills.
- Locate the skill or skill category you want to delete.
Tips:
- Enter keywords in the search bar to search through skills and skill categories.
- In the top-right corner, click the Skill Type drop-down menu to only display text or proficiency based skills.
- Click the down arrow icon to display skills in a skill category.
- Click the gear icon
and select the checkboxes to display additional columns like the routing profiles that each skill category is used in.
- In the last column, click the ellipses icon (...), then click Delete Category or Delete Skill.