Assign skills to representatives

  • 5 minutes

Assign each skill to the representatives who are qualified to use it, and select a proficiency value from the appropriate scale. Unified routing uses these assignments when it evaluates exact or closest skill matching.

Assign representatives in Skills hub

In Copilot Service admin center:

  1. Select User management in Customer support.
  2. Select Manage for Skills hub.
  3. In Skills, select Manage.
  4. Select an existing skill, or select Create to define one.
  5. In Users, select Add, and then select the representatives.
  6. Select Add selected users.
  7. Select representatives who share a proficiency, select Update proficiency, and then select the value.

Save the skill after reviewing the user and proficiency assignments. Repeat the process for each required skill.

For the billing scenario, assign Billing and Spanish to qualified representatives. Select proficiency values based on documented criteria rather than availability alone. Presence and capacity are evaluated separately during assignment.

The Skills hub experience doesn't require you to create a bookable resource manually. If the organization uses the classic skills experience, configure each representative as a bookable resource before assigning skills.

Maintain representative skills

Review assignments when representatives complete training, change responsibilities, or no longer perform a type of work. Inconsistent proficiency ratings can cause exact matching to leave cases unassigned or closest matching to rank representatives incorrectly.

An organization can also allow representatives to add or remove skills from assigned work items at runtime. In Copilot Service admin center, select Routing in Customer support, select Manage for Skill-based routing, and configure Enable update skill control.

When representatives update attached skills, review those changes before using the records as training data for intelligent skill finder. Human review helps prevent incorrect labels from becoming model inputs.

For more information, see Manage skill settings in Skills hub and Enable representatives to update skills.