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
Overview of Columns
Gain greater insight into your contact center skills across agents and teams.
- "Agents Assigned Skill" displays the total number of agents directly assigned to the skill
- "Team Assigned Skill" displays the total number of teams directly assigned to the skill
- "Agents Inherited Team Skill" displays the total number agents inheriting the skills from a team
Account Owners, System Admins and Supervisors are able to view, assign and remove individual agents and teams from the skills by clicking on the corresponding number in the columns.
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 a Skill
To edit a skill, hover your cursor over the skill you would like to edit and click on the edit (pencil) icon.
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 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
