Support.com® Cloud can assign one or more Skill(s) to each Agent. A Skill is arbitrary group that your organization can use to call out Agents who are best suited to handle various types of consumer issues. Some of the many ways you can use Skills include:

  • Consumer platforms, such as Desktop, Laptop, or Tablet.
  • Operating system, such as Windows®, Android®, or iOS®.
  • Type of issues, such as Installation, Upgrade, or Warranty.
  • Support level, such as Tier 1, Tier 2, or Tier 3.
  • Some combination of the above.
  • Any other system that makes sense for your organization.


Assigning one or more Skill(s) to an Agent means that:

  • Sessions can be transferred to a Skill if an Administrator has enabled Agent-to-Skill transfers. See Configuring Session Transfer Options (opens a new article).
  • The Agent can accept "soft" session transfers (sessions that are transferred to a Skill instead of to a particular Agent) if they are Available. Agents who are Busy cannot accept Skills-based session transfers. See Availability (opens a new article).
  • An Agent who receives a Skill-based session transfer must accept the session within the time period specified in the Manage Configurations screen. See Configuring Session Transfer Options (opens a new article).


Note: See Availability (opens a new article) for more information about Agent availability and Transferring a Session (opens a new article) for more information about transferring sessions. Supervisor users can also view Using the Activity Monitor (opens a new article) for more information about monitoring session and Agent activity.


Selecting Admin in the Navigation bar and then selecting Operations>Skills in the sub-menu navigation opens the Skills screen.



This screen allows you to:



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Viewing Existing Skills

The Skills screen contains a table that displays the following information and functions for each Team:

  • Quick Edit: Clicking the Quick Edit icon (lightning bolt) for a Skill opens the Quick Edit pane for that Skill (see Quick).
  • Edit: Clicking the Edit icon (pencil) for a Skill opens the Skill pane for that Skill (see Full).
  • Delete: Clicking the Delete icon (trash can) for a Skill deletes that Skill from Support.com Cloud (see Deleting a Skill).
  • Name: Name of the Skill.
  • Description: Brief description of the Skill.
  • Checkbox: You may select one or more Skill(s) by checking the checkbox(es) next to the Skill(s) you want to select.


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Adding a Skill

To add a new Skill to Support.com Cloud:

  1. In the Skills screen, click the green Add New button at the top right of the table.

    The Skill Details screen appears for the new Skill.

  1. Enter the following information in the appropriate fields:
    • Name: Enter a name for the Skill (required)

    • Description: Enter a description for the Skill in this field (optional).
  1. If desired, select one or more user(s) in the Available Users table and then click the Add to Assigned Users button to add the new Skill to the selected users. Agent users who have this Skill will be able to receive Skills-based session transfers to this Skill if Agent-to-Skill transfers are enabled as described in Configuring Session Transfer Options (opens a new article). If you add one or more user(s) by mistake, then select the affected user(s) in the Assigned Users table and then click the Remove from Assigned Users button.
  1. Click Save.

Support.com Cloud will do the following:

  • Add the new Skill.
  • Add the new Skill to any selected user(s).
  • Close the Skill Details screen and return you to the Skills screen.


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Editing a Skill

Support.com Cloud allows you to perform either a quick or full edit for a Skill.


  • Quick edit: Allows you to change the name and/or description of the Skill. See Quick.
  • Full Edit: Allows you to add and/or remove users assigned to that Skill. See Full.


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Quick

To quickly edit a Skill:

  1. Click the Quick Edit icon (lightning bolt) for the Skill you want to edit.

    The Quick Edit pane expands for that Skill.


  1. You may edit any of the following information in the appropriate field(s):
    • Name

    • Description
  1. Click the Update button to save your changes.

Support.com Cloud will do the following:

  • Update the Skill.
  • Close the Quick Edit pane and return you to the Skills screen.


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Full

To quickly add or remove one or more user(s) to/from the Skill:

  1. Click the Edit icon (people) for the Skill you want to edit.

    The Skill Details pane appears for the selected Skill.


  1. Assign and remove user(s) as follows:
    • To assign users to the Skill, browse the Available Users table to find the user(s) to assign, and then click the Add to Assigned User button for each user you want to assign. The assigned user(s) will appear in the Assigned Users table.

    • To remove assigned users from the Skill, browse the Assigned Users table to find the user(s) to remove, and then click the Remove from Assigned Users button for each user you want to remove. The removed user(s) will appear in the Available Users table.
  1. Click Update to save your changes.

Support.com Cloud will:

  • Update the user assignments for the Skill.
  • Close the Skill Details pane and return you to the Skills screen.


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Deleting a Skill

You may delete one or more Skills(s) as follows:

  1. Select the Skills(s) to delete.
    • To delete a single Skill, click the Delete icon (trash can) for that Skill.

    • To delete one or more Skill(s), check the checkbox(es) for the Skill(s) that you want to delete, and then click the Delete button at the top left of the table.
  1. A confirmation popup appears.

  1. Click Yes to delete the Skill(s).

Support.com Cloud will:

  • Remove all affected users from the Skill(s) being deleted. Users who are assigned to multiple Skills will remain assigned to their remaining Skill(s). Users who were only assigned to the Skill(s) being deleted will appear as Available Users in the Skill Details screen.
  • Delete the selected Skill(s).
  • Close the confirmation and return you to the Skills screen.


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