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AurionAI

Skills

4 min readBy Emmanuel Yazbeck

Skills describe what each agent knows, for example "Networking" or "SAP". On the Skills page you give skills to agents with a proficiency level. AurionAI uses skills to choose the best agent when a rule asks for a skill.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.

Open the skills page

  1. In the sidebar, select Configuration.
  2. Open the Workforce category.
  3. Select Skills.

The page has two cards. The Skill Library card lists every skill and the number of agents who have it. The Skill Assignments card lists which agent has which skill.

The Skills page with the Skill Library and Skill Assignments cards.

Give a skill to an agent

A skill exists as soon as one agent has it. To create a new skill, give it to a first agent.

  1. In the Skill Assignments card, select the agent in User.
  2. In Skill, select a skill from the list. To create a new skill, type its name and select the option to create it.
  3. In Proficiency, select Novice, Beginner, Intermediate, Advanced or Expert.
  4. Select Add Skill.

AurionAI shows Skill added. To find assignments, use Filter by skill and Filter by user.

Change or remove an agent's skill

  1. In the Skill Assignments list, find the row.
  2. To change the level, select the proficiency of the row, then select the new level. AurionAI shows Proficiency updated.
  3. To remove the skill from this agent, select the remove button of the row, then select Remove.

Rename or delete a skill

In the Skill Library card:

  1. To rename a skill, select Rename on its row, enter the new name and confirm. The new name applies to every agent who has the skill.
  2. To delete a skill, select the delete button on its row, then select Delete. AurionAI removes the skill from every agent.
  3. To delete several skills, select their check boxes, select Delete selected and confirm.

You cannot undo a delete.

How skills affect assignment

Skills have an effect only when something asks for a skill:

  • An AI routing rule that lists required skills. The Configure AI Routing button on this page opens the Smart Routing page. Read Smart routing.
  • An automation or a workflow that assigns by skill.
  • An agent or an administrator who chooses Required skills when they assign a conversation in the inbox.

For AI routing rules, automations and workflows, AurionAI first finds the agents who can take the conversation: their status allows assignment and they are below their capacity. Skills do not remove anyone from this group. Skills only change the order. Each matching skill adds points by level: 1 for Novice and Beginner, 2 for Intermediate, 3 for Advanced and 4 for Expert. The agent with the most points comes first. Skill names are compared without regard to upper and lower case.

For these three, when no available agent has the skill, the conversation still goes to an available agent.

The inbox works differently. When someone chooses Required skills in the assignment dialog, at least one active agent must have all the chosen skills. When a team is chosen, this agent must be a member of the team. Otherwise AurionAI refuses the assignment.

Result

Your changes apply to the next assignment. Conversations that are already assigned do not change.

If something goes wrong

  • Failed to add skill Check that you selected an agent, a skill and a level. Then try again.
  • A skill disappeared from the library. A skill exists only while at least one agent has it. When you remove it from the last agent, it leaves the library.
  • "No eligible agent found for required skills: … Either remove the skill requirement or add agents with these skills to the team." No active agent, in the chosen team if there is one, has all the skills that were chosen in the inbox. Remove a skill from the request, or give the skills to an agent of the team.
  • An agent with the right skill did not get the conversation. Skills only change the order. Check the status and the capacity of the agent. Read Agent availability and log and Teams.

Still stuck? Submit a request or .