Configure skill-based routing rules and logic to dynamically assign tasks to agents within your Twilio Flex contact center. 

Account Owners, System Admins & Supervisors

Platform roles required to view and manage skills. Supervisors cannot create or delete skills. 

Skills allow you to build custom routing logic to determine which agents and teams should be dynamically assigned tasks. 

To perform skills-related functions, users will navigate to the Manage Skills screen. 

Navigate to Menu > Settings > Manage Skills

Manage_Skills.png

Searching Skills

Skills can be searched by their name within the list of skills for a particular skill set. 

To search for a skill, type the name into the search field. 

  • Type three letters or more of the skill name

Edit a Skill Set 

To edit a skill set, hover your cursor over the skill set you would like to edit and click on the edit (pencil) icon. 

Edit_Skill_Set.png

Edit a Skill

To edit a skill, hover your cursor over the skill you would like to edit and click on the edit (pencil) icon. 

Edit_Skills.png

Delete a Skill Set 

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

  • Hover your cursor over the skill set you would like to delete
  • Click on the delete (trashcan) icon 
  • Select "Yes" when the delete confirmation message appears 

Note: All of the skills within the skill set will be deleted along with the skill set.

Delete_Skill_Set.png

Delete a Skill 

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

  • Hover your cursor over the skill set you would like to delete
  • Click on the delete (trashcan) icon 
  • Select "Yes" when the delete confirmation message appears 

Delete_Skill.png

Was this article helpful?
0 out of 0 found this helpful