Manage Primary Skills

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View Primary Skills

Required Permissions: Routing Center >  View

You can see how many skills have at least one primary agent assigned to them in your system. The page only shows you the skills you have permission to view.

  1. Click the app selector icon of app selector and select Routing Center.

  2. Click Primary Skills. The skills you have permission to view in your system display on the page in alphabetical order.

  3. You can: 

    1. Search for a skill by ID or skill name. Search is no case-sensitive and matches on partial text. The results filter as you type.

    2. Sort the primary skills by clicking the Skill Name or Primary Agents Assigned column headings in the table on the page.

    3. Filter the skills to find the one you want to view: 

  4. Hover the cursor over the bar in the Primary Agents Assigned column to see the count of agents assigned to the skill.

Assign Primary Skills to Agents

Required permissions: Routing Center > Edit

Currently, the only way to designate a skill as an agent's primary skill is using a bulk upload template. The template hows current agent skill assignments and is available on the Primary Skills page.

  1. Click the app selector icon of app selector and select Routing Center.

  2. Click Primary Skills. 

  3. Click Bulk Download. The existing records in the system are downloaded to your computer in a CSV file. You will receive a notification when the download activity is complete.

  4. Open the CSV file in Microsoft Excel or a valid CSV editor.

  5. For each agent, identify the skill that you want to be the primary skill and set the Primary Skill column to True.

  6. Save the CSV file.

  7. In NiCE CXone, click Bulk Upload on the Primary Skills page.

  8. Click Browse For File and select the file you just saved. Alternatively, you can drag and drop files to upload.

  9. Click Upload Files. A progress bar indicates that the system is applying the changes. When the system is finished, the table refreshes and displays the changed primary skill assignments. If the upload fails, the system provides a link to download an error report.

View Primary Skill Audit History

Required permissions: Routing Center > > View

The audit history provides a log of changes made to primary skill assignments. It displays one row per changed skill, with the following information: 

  • Date and time the change was made.
  • The name of the skill that was modified.
  • The status of the change: In Queue, In Progress, Success, Partial Success, Failed, Error.
  • Who made the change.

  1. In NiCE CXone, click the app selector Icon of three-by-three grid of white squares on a blue background and select Routing Center.

  2. Click Primary Skills.

  3. Click the three stacked dots Icon of a stack of three dots. and select Audit History.

  4. Manually enter a date range for the report or click the calendar icon.

  5. Select a Start Date and End Date on the calendar.

  6. Scroll to select a time of day or manually enter a time.

  7. Click Apply.

  8. Click Run Report.