SUP 5.2 Create a skill

Add New Skill opens a full page, not a dialogue.

1. Open Supervisor > Habilidades and select Add New Skill.
2. Ingrese el Skill Nombre. Helper text: "Enter a clear name for the skill group."
3. Ingrese el Descripción. Helper text: "Briefly describe this skill."
4. Set the Category if you want one. The selector reads Seleccione Option, and the helper text states it is optional: skills can be filed under a category.
5. Set the Skill Evaluation Type. The page explains the choice itself: "Elija how routing engines prioritize this skill. Obligatorio skills are strict filters, whereas preferred skills optimize load-balancing."

Option	The application's own description
Obligatorio Skill	"Agentes must have this skill to receive routed interactions."
Preferred Skill	"Agentes can have this skill, but it is not mandatory for routing."

6. Seleccione Save, or Cancelar.

Obligatorio is a filter, Preferred is a preference, and the difference decides whether calls queue or connect. A Obligatorio skill nobody on shift holds means the interaction has no eligible agent and waits, however many people are free. Use Obligatorio 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.

Obligatorio and Preferred behave very differently under load. A Obligatorio 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 Obligatorio for cases where an unqualified agent genuinely must not take the call, for example a regulated product or a language the customer needs.

Nombre 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

1. Título del formulario.
2. Skill Nombre field.
3. Descripción field.
4. Category selector.
5. Obligatorio Skill option.
6. Preferred Skill option.
7. Cancelar button.
8. **Botón Guardar.