Create skill types and skills

  • 5 minutes

Skill types group related skills and help administrators organize the capabilities used in routing. For example, Language can contain Spanish, and Business area can contain Billing.

Create at least one skill type before creating a skill. Choose types that support routing decisions rather than broad categories that don't affect assignment.

Plan skill types and skills

For the email-created billing case, the routing design uses:

Skill type Skill Routing purpose
Language Spanish Matches the customer's language requirement.
Business area Billing Matches the case topic.

Avoid creating duplicate skills with slightly different names. A controlled naming convention makes classification rules, representative assignments, and model training data easier to review.

Create a skill type

Skill types use the Bookable Resource Characteristic Type choice. Follow the current customization process documented for the environment to add and publish a value such as Language or Business area.

The Skills hub in Copilot Service admin center displays the available skill types together with skills and proficiency scales. Confirm that the required type is available before creating its skills.

Create a skill 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. On the Skills page, select Create.
  5. Select a Skill type, and then enter a unique Skill name.
  6. Optionally, add representatives and set their proficiency.
  7. Select Create.

You can assign representatives while creating the skill or edit the skill later. The next unit focuses on representative assignment and proficiency maintenance.

For more information, see Set up skills, create a rating model, and assign representatives.