Activating Skill Types
Learn how to activate and configure a voice skill type.
Prerequisites
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Have a user with:
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Permissions to use the Contact Center and Analytics Studio (CCAS).
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Group Supervisor or Manager.
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Have the user logged to the CCAS.
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Have created, at least, a team.
TIP: Open the CCAS while following this how to guide.
Steps
1. Open the Teams app
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In the bottom left corner of the CCAS desktop, click the icon App (
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Scroll down until you section section Management.
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Select Teams to open the Teams app.
2. Edit the team
In the Teams app window, proceed as follows:
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Locate the team you want to edit. For example,
Doc Support. -
In the top right corner of the team tile, click ….
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From the dropdown menu, select EDIT.
3. Activate the skill type
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In the top of the selected team window, select Skill Types.
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Select a skill type. For example,
Voice. -
On the right side of the selected skill type accordion, slide the switch to activate the skill type.
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Configure the skill type as needed. The following fields are mandatory:
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WORKING HOURS
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STARTING TIME OF AUTOMATIC CALLS
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On the top right corner, click Save.
Result
After clicking Save, the skill type appears Active and you can
create skills for the activated skill type.
