Primary Skills

You can designate one of an agent's assigned ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as their primary skill.  A primary skill is the skill the agent spends most of their time working with. The Primary Skills page in Routing Center allows you to see a list of all ACD skills that are designated as a primary skill for at least one agent. Agents are called primary agents for their designated primary skill.

The Routing Center uses primary skill assignments as the foundation for its routing features, such as real-time routing rules. By assigning each agent a primary skill, you create a pool of agents for those skills that you can see. This lets you understand how many agents are available for those skills at any given time. You can use this information to make adjustments to primary skill assignments.

Currently, the only way to configure an agent's primary skill is using the bulk upload template. You can access this template from the Primary Skills page. By default, agents do not have a designated primary skill. You cannot change agent skill assignments on the Primary Skills page. To assign skills, modify the agent's employee profile or use the ACD skill page.

To view the Primary Skills page, the page must be enabled in your system and your employee profile must have the Primary Skills Edit permission.

The Primary Skills page provides you the following information:

• The skill ID.
• The skill name. Click
• The skill media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
• The total number of agents assigned to the skill and the number designated as primary agents for this skill. For example, if a skill has 100 agents assigned to it and 30 are designated as primary agents, the Primary Agents Assigned column shows 30 of 100.