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:

• How to add a skill category
• How to add a skill
• How to edit a skill
• How to delete a skill or skill category

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

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Skills.
3. Click Add.
4. Enter the required information:
   • Category Name: Enter a display name to help identify the skill category.
   • Description (Optional): Enter a description for the skill category.
   • Skill Type: Select a skill type that the category will contain.
     • 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.
     • 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.
       • Max Proficiency Level: Select the max proficiency level that can be assigned to agents.
5. Click Add.
   The new skill category will be added to the skills list.

How to add a skill

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Skills.
3. 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.
4. Click the plus icon (+) then Add Skill.
5. 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

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Skills.
3. 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.
4. In the last column, click the ellipses icon (...), then click Edit Category.
5. Edit the following settings:
   • 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.
6. Click Save.

How to edit a skill

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Skills.
3. Locate the skill category that contains the skill you want to edit.
4. Click the down arrow icon to display skills in a skill category.
5. Locate the skill you want to edit. You can also enter keywords in the search bar to search through skills.
6. In the last column, click the ellipses icon (...), then click Edit Skill.
7. Enter a new Skill Name, then click Save.

How to delete a skill or skill category

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Skills.
3. 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.
4. In the last column, click the ellipses icon (...), then click Delete Category or Delete Skill.