SUP 5.2 Create a skill
Add New Skill opens a full page, not a dialogue.
- Open المشرف > المهارات and select Add New Skill.
- أدخل Skill الاسم. Helper text: "Enter a clear name for the skill group."
- أدخل الوصف. Helper text: "Briefly describe this skill."
- Set the Category if you want one. The selector reads حدد Option, and the helper text states it is optional: skills can be filed under a category.
- Set the Skill Evaluation Type. The page explains the choice itself: "اختر how routing engines prioritize this skill. مطلوب skills are strict filters, whereas preferred skills optimize load-balancing."
| Option | The application's own description |
|---|---|
| مطلوب Skill | "الوكلاء must have this skill to receive routed interactions." |
| Preferred Skill | "الوكلاء can have this skill, but it is not mandatory for routing." |
- حدد Save, or إلغاء.
مطلوب is a filter, Preferred is a preference, and the difference decides whether calls queue or connect. A مطلوب skill nobody on shift holds means the interaction has no eligible agent and waits, however many people are free. Use مطلوب only where handling the call without the skill would be wrong, such as a regulated product or a language the customer needs. Use Preferred for everything else, so routing favours the right person but still connects when they are busy.
مطلوب and Preferred behave very differently under load. A مطلوب Skill with two qualified agents means callers wait for those two people however many other agents are free. Preferred sends the call to a qualified agent when one is available and to anyone otherwise. Reserve مطلوب for cases where an unqualified agent genuinely must not take the call, for example a regulated product or a language the customer needs.
الاسم skills for the capability, not the person. Spanish and Tier 2 hardware survive staff changes. A skill named after a team lead becomes an untouchable routing rule.
Figure key, Add New Skill
- عنوان النموذج.
- Skill الاسم field.
- الوصف field.
- Category selector.
- مطلوب Skill option.
- Preferred Skill option.
- إلغاء button.
- **زر حفظ.