Configure User Skill Proficiency for Dynamic Delivery

Required permissions: ACD Users Edit

When you change proficiency levels through the ACD users feature, you can change many or all skills assigned to a single user at the same time. If you want to change many or all users assigned to a single skill at once instead, you must do so through the skills feature.

1. Click the app selector and select ACD.

2. Go to  ACD Users.

3. Click the user profile you want to modify to open it.

4. Click the Skills tab.

5. In the Assigned Skills table, locate the ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to modify. In each corresponding row, click the drop-down in the Proficiency field and select the new level you want the user to have.

6. Click Save Proficiencies.