Easily assign skills-based routing rules to teams with your Twilio Flex contact center. Supervisors and agents assigned to teams inherit the skills assigned to the team.

Account Owners, System Admins & Supervisors

Platform roles required to view and manage teams.

To assign skills to a team, navigate to the Manage Teams screen.

Navigate to Menu > Manage Teams

ManageTeams.png

Assign Skills to a Team

After selecting the team, you will be redirected to the team settings screen.

  • Select the “Team Skills” tab.
  • Click the “+” icon in the top right section of the table.

Assign_Team_Skills.png

After clicking on the “+” icon, the "Assign Skills" slideout will appear allowing you to select the skills to be assigned to the team.

  • Select a "Skill Set" from the drop-down menu 
  • Select a "Skill" from the drop-down menu that appears after selecting the "Skill Set"
  • Determine the "Skill Level" for the team using the slider that appears after selecting the "Skill" 
  • Click the “Save Changes” button to assign the skill to the team

Note: Skills must be created within the Manage Skills section before being assigned to a team.

Assign_Skill.png

The added skill will appear in the list of skills under the "Team Skills" tab. 

Team_Skills.png

Change Team Skill Level

To change the skill level of a skill assigned to the team, use the slider to adjust the skill level.  

  • Manually move the slider to the appropriate skill level in the skill level column 

Change_Team_Skill_Level.png

Delete a Team Skill

To delete a team skill, select the delete (trashcan) icon, and confirm that the skill should be removed.

  • Hover your cursor over the skill that will be removed from the team 
  • Click on the delete (trashcan) icon 
  • Select "Yes" when the delete confirmation message appears 

Delete_SKill.png

 

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