{"id":2922,"date":"2022-03-09T10:23:38","date_gmt":"2022-03-09T10:23:38","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=1237"},"modified":"2022-03-09T10:23:38","modified_gmt":"2022-03-09T10:23:38","slug":"skills","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/skills\/","title":{"rendered":"Skills"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_grid cols_1 laptops-cols_inherit tablets-cols_inherit mobiles-cols_1 valign_top type_default stacking_default\"><div class=\"wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>The <strong>Skills<\/strong> feature helps set up organizational classifications to route calls or chats to an agent based on the agent\u2019s specialization, department, vertical, customer segment, and other categories. Examples of agent skills may include:<\/p>\n<ul>\n<li><strong>Languages<\/strong> &#8211; Agents can speak different languages like English, Hindi, Spanish, etc. Language is considered a default skill that every agent must have.<\/li>\n<\/ul>\n<ul>\n<li><strong>Customer Interactions <\/strong>&#8211; Agents are trained for retention skills, up-selling\/cross-selling, or other related skills.<\/li>\n<\/ul>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Add_a_New_Skill\"><\/span>Add a New Skill<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To add skills to a skill group you\u2019ve created, follow these steps:<\/p>\n<p>1. Click the <strong>Skills <\/strong>menu option under <strong>ROUTING<\/strong>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/SkillGrp3.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2594\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/SkillGrp3.png\" alt=\"\" width=\"640\" height=\"246\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/SkillGrp3.png 1884w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/SkillGrp3-300x115.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/SkillGrp3-1024x394.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>2. Click the respective skill group to get the drill-down view of the <strong>Skills<\/strong>.<\/p>\n<p>3. Click the <strong>+ New Skill <\/strong>button.<\/p>\n<p>4. Enter the following details in the <strong>Add New Skill <\/strong>window:<\/p>\n<ul>\n<li><strong>Skill Name<\/strong> &#8211; Enter the name to help you identify the skill. An example of a skill name is customer retention. This skill name can help identify and map the skill of an agent when a customer wants to cancel their subscription.<\/li>\n<li><strong>Description<\/strong> &#8211; Enter a brief description of the purpose of the skill.<\/li>\n<li><strong>Is Mandatory<\/strong> &#8211; Select Yes or No from the drop-down list. Selecting yes will assign only agents with this skill to an incoming call or chat conversation that needs this skill-based service.<\/li>\n<li><strong>Priority Aging<\/strong> &#8211; If enabled, the system will move the contact waiting longer in the service queue to the top with the highest priority.<\/li>\n<li><strong>Agent Assignments<\/strong> \u2013 Helps assign the selected skill along with the proficiency level (Novice, Average, Good, and Expert) to an agent to generate a positive customer experience.<\/li>\n<\/ul>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AddnewSkill.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2596\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/AddnewSkill.png\" alt=\"\" width=\"640\" height=\"503\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/AddnewSkill.png 1102w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/AddnewSkill-300x235.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/AddnewSkill-1024x804.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>5.\u00a0 Click the <strong>Create <\/strong>button to complete the process.<\/p>\n<p>6. A success confirmation message is displayed once the new skill is created and added to the list.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Success.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2597\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Success.png\" alt=\"\" width=\"640\" height=\"191\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Success.png 1843w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Success-300x89.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Success-1024x305.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Edit_a_Skill\"><\/span>Edit a Skill<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To edit the field values of an existing skill, follow these steps:<\/p>\n<p>1. Click the desired skill group to get the drill-down view of the skills list.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EDIT.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2598\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/EDIT.png\" alt=\"\" width=\"640\" height=\"149\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EDIT.png 1524w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EDIT-300x70.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/EDIT-1024x238.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>2. Click the <strong>edit<\/strong> icon of skill you want to update.<\/p>\n<p>3. In the <strong>Edit Skill<\/strong> window, modify the values you want to change.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Edit2.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2599\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Edit2.png\" alt=\"\" width=\"640\" height=\"517\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit2.png 1081w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit2-300x242.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit2-1024x827.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>4. Click <strong>Save<\/strong>. A success confirmation message is displayed once the skill details are updated.<\/p>\n<\/div><\/div><div class=\"w-separator size_medium\"><\/div><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><h2><span class=\"ez-toc-section\" id=\"Delete_a_Skill\"><\/span>Delete a Skill<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To delete a skill, follow these steps:<\/p>\n<p>1. Click the desired skill group to get the drill-down view of the skills list.<\/p>\n<p>2. Click the <strong>edit<\/strong> icon of skill you want to update.<\/p>\n<div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><strong>Note:<\/strong>\u00a0 Ensure that you delete all the agents mapped to this skill before deleting the skill.<div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><\/div><\/div>\n<\/div><\/div>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agent-list.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2601\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agent-list.png\" alt=\"\" width=\"640\" height=\"480\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agent-list.png 1129w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agent-list-300x225.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agent-list-1024x768.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/p>\n<p>To delete an agent, follow these steps:<\/p>\n<ol>\n<li>In the <strong>Edit Skill<\/strong> window, scroll down to <strong>Agent Assignments<\/strong>.<\/li>\n<li>Click the <b>delete<\/b> icon for all the agents mapped to the skill.\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agentLIST.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2603\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/agentLIST.png\" alt=\"\" width=\"640\" height=\"195\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agentLIST.png 1112w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agentLIST-300x91.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/agentLIST-1024x312.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a>\n<\/li>\n<li>\u00a0Click <b>Delete<\/b> button on the confirmation pop-up for each agent. Once all the agents are deleted under Agent Assignments, click <b>Save<\/b>.<\/li>\n<\/ol>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Edit2-1.png\"><br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-large wp-image-2600\" src=\"https:\/\/docs.kore.ai\/smartassist\/wp-content\/uploads\/sites\/3\/2022\/03\/Edit2-1.png\" alt=\"\" width=\"640\" height=\"517\" srcset=\"https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit2-1.png 1081w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit2-1-300x242.png 300w, https:\/\/multisite.korebots.com\/agentassist\/wp-content\/uploads\/sites\/26\/2022\/03\/Edit2-1-1024x827.png 1024w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p>4. Click the <strong>Delete Skill\u00a0<\/strong>icon.<\/p>\n<p>5. Click <strong>Delete<\/strong> button on the confirmation pop-up. On successful deletion, a confirmation message is displayed.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n<h2><span class=\"ez-toc-section\" id=\"Adding_Skills_Dynamically\"><\/span>Adding Skills Dynamically<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>As a part of your customer experience, you can choose to use customer attributes to dynamically add skills.<\/p>\n<p>SmartAssist administrators can also add skills dynamically as a part of script nodes while building dialogs in the XO platform or while building an experience flow.<\/p>\n<p>The following methods are available:<\/p>\n<p><strong>setSkills(skillsInfo)<\/strong> &#8211; This method can be used to append skills to the current conversation. skillsInfo is an array parameter.<\/p>\n<p><strong>getSkills()<\/strong> &#8211; Returns an array of skills in the current conversation.<\/p>\n<p><strong>getSkillById(skillId)<\/strong> &#8211; Returns a skill using the skill ID. Skills IDs are available under skills.<\/p>\n<p><strong>deleteSkillById(skillId)<\/strong> &#8211; Deletes a skill from the context of the current conversation.<\/p>\n<p><strong>deleteSkills(skillsToDelete)<\/strong> &#8211; Deletes an array of skills from the context of the current conversation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Adding Skills Dynamically As a part of your customer experience, you can choose to use customer attributes to dynamically add skills. SmartAssist administrators can also add skills dynamically as a part of script nodes while building dialogs in the XO platform or while building an experience flow. The following methods are available: setSkills(skillsInfo) &#8211; This&#8230;<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[23],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2922"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2922"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2922\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2922"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2922"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2922"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}