Customizing the Set Skills widget

The Set Skills widget allows admins to assign skills to interactions either manually through dropdown menus or dynamically using variables.

For example, in manual mode, admins can select a skill category and skill directly from the dropdown menus, similar to the Collect Input widget. In variable mode, admins can use an array-type variable to dynamically assign multiple skills at once.

Requirements for customizing the Set Skills widget

How to add and edit the Set Skills widget

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click a flow's display name to edit it.
  4. In the left-side widgets panel, click and drag Set Skills widget onto the preferred location in the flow.
  5. Select the Set Skills widget.
  6. (Optional) Click Rename to change the display name of the widget.
  7. Customize the associated settings and exits.

Set Skills widget settings

 
Settings tabExits tab

 

  • Skill 1, Skill 2,…: Click the numbered icon to add a new skill entry. You can configure multiple skills as needed.
  • Skill category: Select whether to use Name or Variable. Then, click the dropdown menu to select from the available list.
    • If you select Name, you can manually choose a predefined skill category (for example, Language, Expertise).
    • If you select Variable, the skill category will be tied to a system or CRM variable instead of a fixed option.
      Note: The Set Skill widget supports array-type variables for the Skill Category. By using an array variable, the admin can return both the skill category and the list of all skills within that category. This data can then be parsed in a Script widget to dynamically decide which skills to set, based on conditions in the flow.
  • Skills: Select whether to use Name or Variable. Then, click the dropdown menu to select from the available list.
    • If Name is selected, you can manually choose a specific skill (for example, Spanish under Language, or Billing under Expertise).
    • If Variable was selected in the Skill Category, you must select a Variable to dynamically assign the skill. The Name option is not available.

 

 

  • Success: Select the destination widget to route to if the skill assignment succeeds.
  • Fail: Select the destination widget to route to if the skill assignment fails (for example, if no matching skill is found).