Try enhancements in user experience to manage skills

Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically Oct 20, 2022 - -

Business value

For efficient skills-based routing in the customer service centers, the administrators should be able to quickly set up the skills for users, manage the skills for multiple users, and manipulate user skills based on the fluctuations in demand.

Feature details

With the improvements in the admin experience, administrators will now be able to:

  • Easily set up a skills-based workforce.
  • Manage the skills for multiple users.
  • Manipulate the users' skills to meet the fluctuations in demand.

Grid view of modifying skills of multiple agents

See also

Skill-based routing and one-stop user management help you keep up with customer service demands (blog)

Use the enhanced experience to manage users (docs)