Managing skills and skill categories in zoom app
Skills and skill categories can be created, edited, or deleted by the admin. There are a number of traits that agents possess that make them qualified to handle customer interactions and these traits are known as skills. Using proficiency ratings, it is possible to determine the level of expertise the agent possesses in that particular skill area.
In order to route French-speaking callers to the contact center agents who have the highest proficiency in French, for example, you might create a category for language skills so that you can determine which agents are the most proficient in French.
It is possible to define a set of skills after which you can add these skills to a routing profile which prioritises a set of skills.
Prerequisites for managing skills and skill categories
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Ownership or admin rights for the account
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Accounts can be purchased as Pro, Business, or Education accounts
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License for Zoom Contact Center
How to add a skill category
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Zoom’s web portal can be accessed by logging in.
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Select Contact Center Management from the navigation menu, and then select Skills from the list.
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Please click the Add button.
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There is a field that needs to be filled in with the following information:
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Category Name: You can enter a display name for your skill category in order to make it easier to identify.
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Description (Optional): The skill category should be described in a few sentences.
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Skill Type: In order to create a skill category, you need to select a skill type.
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Text-based: Skills which are not required to be proficient at any level. In the case of a contact center, for instance, there can be agents who can handle warranty requests, but there is no differentiating between them as there is a standard procedure for handling warranty requests. I think a text-based skill such as Warranty would be the best choice in this case.
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Proficiency-based: In the world of skills, there are a number of levels of proficiency because there are a number of levels of expertise. As an example, you can create a skill category for Windows PCs in order to be able to route your customers to contact center agents who have the greatest proficiency with Windows PCs in order to provide the best service.
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Max Proficiency Level: It is possible to assign agents proficiency levels that are above or below the maximum.
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Click on the Add button.
There will be an addition to the skill list of the new skill category.
How to add a skill
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Zoom’s web portal can be accessed by logging in.
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Select Contact Center Management from the navigation menu, and then select Skills from the list.
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In order to add skills to a skill category, find the skill category you wish to add them to.
Tips:-
For a more detailed search of skills and skill categories, use the search bar in the top left corner of the page.
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To display skills that are only text-based or proficiency-based, click the drop-down menu in the top-right corner of the page.
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It is possible to enlarge the view by clicking on the gear icon and checking the boxes next to the columns that you want to display, like routing profiles that have been created by each skill category.
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When you click on the plus icon (+), you will be able to add a skill.
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If you would like to identify a skill by its name, then enter a skill name and click Add.
We will add the new skill to the category of skills that are associated with it.
How to edit a skill category
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Zoom’s web portal can be accessed by logging in.
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Click the Contact Center Management link, and then click the Skills link in the navigation menu.
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In order to edit a skill category, you need to locate it first.
Tips:-
You can search through skills and skill categories by entering keywords into the search bar at the top of the page.
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To display skills that are only text-based or proficiency-based, click the drop-down menu in the top-right corner of the page.
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You can select additional columns by clicking the gear icon and a list of checkboxes will appear. For example, you can see the routing profiles that each skill category is used in by clicking the checkboxes.
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Click the ellipse icon (…) in the last column, then click the Edit Category button at the bottom of the page.
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Here are the settings that you need to edit:
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Category Name: You can enter a display name for your skill category in order to make it easier to identify.
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If the Skill Type is Proficiency-based: It is possible to assign agents proficiency levels that are above or below the maximum.
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Save the file by clicking the Save button.
How to edit a skill
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Zoom’s web portal can be accessed by logging in.
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Click the Contact Center Management link, and then click the Skills link in the navigation menu.
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If you want to edit a skill, you need to find the skill category in which it is contained.
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When you click on the down arrow icon, you will be able to choose a skill category and display skills within it.
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You will need to locate the skill that you would like to edit. The search bar can also be used to search through skills by entering keywords into the search box.
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It is possible to edit the skill by clicking the ellipse icon (…) in the last column.
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Once the skill name has been entered, click the Save button to save the skill.
How to delete a skill or skill category
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Zoom’s web portal can be accessed by logging in.
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Click the Contact Center Management link, and then click the Skills link in the navigation menu.
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Identify the skill you wish to delete or the skill category you wish to delete.
Tips:-
For a more detailed search of skills and skill categories, use the search bar in the top left corner of the page.
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The Skill Type drop-down menu can be found at the top-right corner of the screen. You can choose to display only proficiency-based skills or text-based skills.
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When you click on the down arrow icon, you will be able to choose a skill category and display skills within it.
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You can select additional columns by clicking the gear icon and a list of checkboxes will appear. For example, you can see the routing profiles that each skill category is used in by clicking the checkboxes.
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You can delete a category or a skill by clicking on the ellipses icon (…) located in the last column of the list.