Skills or skills categories can be created, edited, or deleted by admins at any time. There are various skills that an agent should have in order to be able to handle a customer interaction effectively. The proficiency ratings are a measure of how well an agent knows a particular skill or area of expertise.

You can for example create a skill category called language skills, so that if a French-speaking caller calls you, you can direct them to an agent who has a high level of proficiency in the French language.

In order to prioritize a set of skills within a routing profile, you must define them first in order to add them to the routing profile.

There are a number of topics covered in this article, including:

• How to add a skill category
• How to add a skill
• How to edit a skill
• How to delete a skill or skill category

Prerequisites for managing skills and skill categories

• Ownership or administrative privileges of the account
• Whether it’s a pro account, a business account, or an education account
• Licence for Zoom Contact Center can be purchased here

How to add a skill category

1. Log into the Zoom web portal by entering your email address and password.
2. You can access Contact Center Management by clicking on the navigation menu and then clicking on Skills.
3. Add a new item by clicking the Add button.
4. The following information is required to be entered:
   • Category Name: To make it easier to identify the skill category, you can enter a display name.
   • Description (Optional): The skill category should be described in a few words.
   • Skill Type: In order for the category to contain skills, you must select a skill type.
   • • Text-based: A skill that does not require a high level of proficiency to be performed. There can be agents in a contact center who are capable of handling warranty requests, but not all agents are good at handling warranty requests due to the fact that it is a standard procedure. Hence, it would be appropriate in this case to have a Warranty skill that is text based.
     • Proficiency-based: There are several levels of expertise when it comes to skills, so there is a requirement for proficiency. It is possible to have a skill category called Windows PC skills, for example, so that customers can be routed to the contact center agents who are most knowledgeable about Windows PCs so that they can receive the best service.
     • • Max Proficiency Level: It is possible to assign agents a maximum proficiency level based on the level of experience they have.
5. You can add additional entries by clicking the Add button.
   In the skills list, the new skill category will be added as a new skill category.

How to add a skill

1. The Zoom web portal can be accessed by signing in to your Zoom account.
2. Please click Contact Center Management from the navigation menu and then click Skills from the submenu.
3. Find the skill category you wish to add skills to, and click on it.
   Tips:
   • You can search skills and skill categories by entering keywords in the search bar at the top of the page.
   • Select only the skills based on proficiency or text from the drop-down menu in the top-right corner of the screen.
   • To display additional columns such as the routing profiles that are used for each skill category in your skill set, click on the gear icon and select the checkboxes to display the additional columns.
4. By clicking the plus (+) icon, you will be able to add a skill to your account.
5. To identify the skill, enter a Skill Name, then click the Add button to add it to the list.
   There will be an addition of the new skill to the category of skills that are associated with it.

How to edit a skill category

1. Log into the Zoom web portal by entering your username and password.
2. Select Contact Center Management from the navigation menu, and then select Skills from the list of options.
3. You can edit the skill category by locating it on the skill list.
   Tips:
   • To search through skills and skill categories, you can enter keywords in the search bar at the top of the page.
   • If you want only proficiency-based skills to be displayed, click the drop-down menu in the top-right corner to select the Skill Type option.
   • In the skills tab you can click on the gear icon, and then select the checkboxes to show additional columns such as the routing profiles for each skill category, when you click the gear icon.
4. Click on the ellipses icon in the last column, then click on Edit Category from the pop-up menu that appears.
5. There are a few settings that need to be edited:
   • Category Name: In order to make it easier for you to identify the skill category, enter a display name.
   • A proficiency-based skill type would look like this: You will be able to assign a maximum proficiency level to each agent by selecting this option.
6. Save the file by clicking on the Save button.

How to edit a skill

1. Log into the Zoom web portal by entering your username and password.
2. Click Contact Center Management from the navigation menu and then click Skills from the menu.
3. In order to edit a skill, you must find the skill category that contains the skill you wish to edit.
4. To display skills in a particular skill category, click on the down arrow icon on the right side of the skill box.
5. Find the skill you would like to edit and click on it. It is also possible to search through skills by entering keywords into the search bar at the top of the page.
6. Select the ellipses icon in the last column, and then click on the Edit Skill button.
7. The next step is to enter a new Skill Name, and then click on the Save button.

How to delete a skill or skill category

1. To access the Zoom web portal, you will need to sign in.
2. Select Contact Center Management from the navigation menu and then select Skills from the drop-down menu.
3. In order to delete a skill or a skill category, you will need to locate it.
   Tips:
   • You can search for skills and skill categories by entering keywords in the search bar at the top of the page.
   • To display only skills based on text or proficiency, click the Skill Type drop-down menu located in the top-right corner of the screen.
   • You can display skills in a particular skill category by clicking on the down arrow icon next to that category.
   • You can select the checkboxes next to the gear icon to display additional columns such as the routing profiles that are used in each skill category by clicking on the gear icon.
4. Select Delete Category or Delete Skill from the list of options in the last column by clicking the ellipses icon.