Skills ​

This setting allows you to restrict agents from handling certain tickets or grant agents access to handle tickets from certain message channels or all available message channels.

Setup Agent Skill ​

1. On the workspace setting, select the Skills.

2. Click the horizontal dots icons to the chosen agent, then click edit.

   

   

3. Select the skills you want to give to agents.

   • All channels, agents have the ability to handle and respond to incoming tickets through various integrated communication channels.
   • Specific channel, agents can only handle tickets that originate from the communication channels that have been approved or assigned to them.
   • Disable routing skill, agent does not handle tickets from any channel and waits to be assigned.

   

4. Click save to confirm changes.