Engage Voice | Managing digital queue group skills

Once you’ve created your digital queue groups, you may choose to configure some digital queue group skills. Group skills are created at the queue group level and then assigned at both the agent and queue level.

Groups skills allow administrators to identify agents possessing certain skills. For example, if you would like to set up a digital queue for agents that can speak Spanish, you can configure queue group skills for these Spanish-speaking agents to accept messages requiring that particular skill.

Once your group skills have been created, you can add them to the queue of your choice via the Queue Events configuration page at the digital queue level. After that, you can assign those skills to the agents assigned to that queue via the Skill Profiles configuration page at the agent level.

Please note that if you do not assign your group skills at both the agent and queue level, the designated agent will not receive any skill-based messages.

Creating digital queue group skills

To add one or more agent skills to your digital queue group, follow these steps:

1. Navigate to Routing > Digital queues & skills via the left-hand navigation bar

2. Hover your mouse over the digital queue group you wish to edit and select the Edit group pencil icon that appears at far right

3. Click the Group Skills tab in the queue group configuration panel

4. Click Add Skill to open the Edit Skill modal window

5. Enter a Name for the skill you wish to assign to this group

6. Enter an optional Description for the skill you wish to assign to this group

7. Check the Active box is selected to make this skill immediately available to queues in this group

8. Click Ok to add the group skill to the Queue group skill configuration table

9. Repeat steps 4-8 to add more skills

10. Click the Save button at bottom right to save your changes

Managing digital queue group skills

Once you’ve created new digital queue group skills, you’ll see them appear in a table in the Queue group skill configuration page. The table will contain information on the skills you’ve created, including its name, description, the date it was created, and its status (in the Active column).

To edit a group skill, click the Edit pencil and paper icon at far right of the group skill. This will open the Edit Skill modal window, where you can make changes to that skill. To delete a group skill, click the Delete x icon next to the Edit icon.

Adding digital queue group skills

Once you’ve created your group skills, you’ll want to add them to a digital queue via a queue event — that is, one event in a series that the customer will experience once they are routed to the digital queue. Adding your group skills to a queue event will ensure that the system designates the queue for these skill-based messages.

To add one or more group skills to a digital queue, follow these steps:

1. Navigate to Routing > Digital queues & skills via the left nav bar

2. Select the queue to which you’d like to assign a group skill

3. Click Queue Events in the queue configuration panel

4. Click the Add queue event button to open the Queue event edit modal window

5. In the Skilled Agent Routing section, drag and drop one or more skills from Available Skills to Skills in Use

6. Click the Ok button to exit the modal window

7. Click the Save button at bottom right to save your changes

View of dragging the skill from Available Skills to Skills in Use

If you’d like to learn more about configuring your queue events, visit Configuring digital queue events.

Assigning group skills to an agent

As discussed, group skills allow administrators to identify agents possessing certain skills. All of your agents need to be assigned their appropriate skills by adding group skills to their skill profile. Please note: Before you can add a skill profile to an agent, that agent must be assigned to a digital queue associated with the skill(s) you want to add to their profile.

To simplify the configuration of large numbers of agents, you can also set up default profiles or multiple profiles for agents such as an on-call profile, or a manager’s profile with different skill profiles.

To add one or more skills to an agent, follow these steps:

1. Navigate to Users > Agents via the left nav bar

2. Select the agent to which you’d like to assign a group skill

3. Click the Skill Profiles tab in the agent configuration panel

4. Click the Add Profile button to create a new skill profile

5. Enter a Name and Description to identify the skill profile

6. Check the Default Profile box if you would like to make this the default skill for your agent

7. In the Digital group skills section, check the boxes next to the skills to assign to the agent’s skill profile

8. Click the Ok button to exit the modal window

9. Repeat steps 4-7 to add more skill profiles if needed

10. Click the Save button at bottom right to save your changes

To learn more about agent skill profiles, visit Creating an agent skill profile.