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.

Requirements for managing skills and skill categories

Table of Contents

How to add a skill category

  1. Sign in to the Zoom web portal as an admin with the privilege to edit skill settings.
  2. In the navigation menu, click Contact Center Management then Skills.
  3. Click Add Skill Category.
  4. Enter the required information:
  5. Click Save and Add Skills.
    The new skill category will be added to the skills list.

How to add a skill

  1. Sign in to the Zoom web portal as an admin with the privilege to edit skill settings.
  2. In the navigation menu, click Contact Center Management then Skills.
  3. Locate the skill category to add skills to.
    Tips:
  4. In the last column, click 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 as an admin with the privilege to edit skill settings.
  2. In the navigation menu, click Contact Center Management then Skills.
  3. Locate the skill category you want to edit.
    Tips:
  4. In the last column, click the ellipses icon , then click Edit.
  5. Edit the following settings:
  6. Click Save.

How to edit a skill

  1. Sign in to the Zoom web portal as an admin with the privilege to edit skill settings.
  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. In the Skills column, click View and Edit.
  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.
  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 as an admin with the privilege to edit skill settings.
  2. In the navigation menu, click Contact Center Management then Skills.
  3. Locate the skill or skill category you want to delete.
    Tips:
  4. In the last column, click the ellipses icon , then click Delete.