Manage Skills

Add Users to a Skill

Required permissions: Skills Edit, Skills User Assignment

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to edit.

  4. Click the Users tab.

  5. Select the checkbox for each user you want to assign to the skill. Click Add Users.

  6. Set the Proficiency for each user in this ACD skill to a number between 1 (highest) and 20 (lowest). Click Save Proficiencies.

    If you don't click Save Proficiencies before leaving the page, all users you added to the skill profile will be removed.

It may take up to five minutes to process changes when a user is enabled to handle digital skills for the first time. If the Digital Engagement attribute is disabled in their user profile or they are removed from all digital skills and later re-added, the five-minute delay also occurs. This means that contacts cannot be routed to the agent until the change is fully processed.

Change User Proficiency in a Skill

Required permissions: Skills User Assignment

Remember, a proficiency level of 1 indicates the highest (best) proficiency; larger numbers represent less proficiency.

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to modify.

  4. Click the Users tab.

  5. In the Assigned Users table, find the user you want to modify and click the drop-down in the Proficiency column. Select the new level you want the user to have. Repeat for each user you want to modify.

    Screenshot of the User tab of the Skills page, showing the Proficiency field.
  6. Click Save Proficiencies.

Identify the Caller ID of an ACD Skill

Required permissions: Skills View

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to view.

  4. In the Details tab, look for the CallerID field. If there is no CallerID field, the skill uses the global caller ID configured for the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. If the field is present, the skill uses a custom caller ID and its value appears beside the field.

Manage Do Not Call Settings

Required permissions: Do Not Call List Edit

Outbound phone skills must have an assigned do not call (DNC) list. By default, all outbound phone skills are assigned to the default DNC list for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. DNC lists do not apply to inbound phone skills.

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the ACD skill to open it.
  4. Click the Do Not Call tab.
  5. For Default Contributing DNC Group, select either Use Business Unit Setting or Select Do Not Call Group. From the drop-down, select the DNC group you want this ACD skill to contribute to.
  6. If you are working with a Personal Connection skill, use the tables to specify all the contributing and scrubbing DNC groups you want to apply. Click Add.
  7. Click Save.