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Skills

In Bright Pattern Contact Center, skills assigned to an agent with certain proficiency levels define the types of customer interactions that the agent is able to handle. Before skills can be assigned to an agent, they must be defined via User Management.

To view, edit, and create skill assignments, select the Skills option from the User Management side menu.

Skill Types

There are three skill types in Bright Pattern Contact Center, each with its own method for assigning skills to agents.

The Skills page has three tabs, one for each skill type: Service, Auxiliary, and Language skills. Each tab contains a table listing each skill of that type in your contact center. See below for table specifics:

Column Name	Table	Description
Name	All	Skill name. Click to change user assignments or add this skill to a skill preset.
Users	All	How many users each skill is assigned to. Click to view all such users.
Used in Presets	All	How many presets each skill is assigned to. Click to view all such presets.
Service Type	Service	The type of service or campaign (e.g. Email, Chat, Outbound Voice, etc.) associated with each skill.
Group	Auxiliary	The user-defined skill group each skill belongs to.
Auto-detectable in Email	Language	Whether BPCC can detect each language in incoming emails.

Service Skills

When a service is defined in Bright Pattern Contact Center, a default skill representing this service is created automatically by the system. Assigning a service to a team prompts you to automatically assign the corresponding service skill to all current and future agents of that team at a given skill level. Individual agents' skill levels can be adjusted manually after the fact.

Auxiliary Skills

Custom auxiliary skills can be created independently of services. These skills are organized in groups and can be used in combination with the default service skills (see above) to identify the most qualified agents to handle a specific interaction. For example, an auxiliary "IT" skill can be used with the default service skill for technical support; this connects "IT" skilled agents with customers inquiring about this topic. Auxiliary skills are assigned to agents manually.

Note: Auxiliary skills are supported for voice and chat media channels only.

Manage Auxiliary Groups

Click the Manage Auxiliary Groups button to rename or delete skill groups.

Language Skills

Language skills are selected from a pre-configured list of languages and can be used in combination with the default service skills to identify the most qualified agents to handle an interaction in a specific language. For example, a "Spanish" language skill can be used with the default service skill for technical support to provide support in Spanish to the customer. Language skills are assigned to agents manually.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to language skills, we recommend that all affected logged-in agents refresh their browser page.

Languages Skills in Email

When configuring services for email in Scenario Entries, the list of languages in Optional Filters is limited to the configured language skills that are auto-detectable. If the Set language skill based on detected language checkbox is selected, emails with undetectable languages will be sent to the default email service regardless of keyword matches. Moreover, if the language of an email is detectable but not on the list of configured languages of the call center, the email will be sent to the default email service. For more information on language skill settings for email, see Services Tab in Email.

Create Skill

Service skills are added automatically when the corresponding services are created.

To create an auxiliary skill:

1. Navigate to User Management > Skills > Auxiliary, then press the Create Skill button.
2. Enter the skill name (e.g. AP). Note: Skill names must be unique within the entire contact center configuration and not just within the group. Also, auxiliary skill names may not coincide with names of any services, since the latter are used for default service skills.
3. To create a new group, click the New Group button and enter the group name (e.g., Accounting). Alternatively, select an existing group.
4. Press Create.
5. Click on the new auxiliary skill, then press Add Users to assign it to relevant users.

To create a language skill:

1. Navigate to User Management > Skills > Language, then press Create Skill.
2. Select the desired language from the preconfigured drop-down menu.
3. Press Create.
4. Click on the new language skill, then press Add Users to assign it to relevant users.

Search Filters

Click the Filters button to filter skills by name, users, language, or presets.

Manage List Columns

Click the Manage Columns button to modify or rearrange the columns in the skill tables.

Skill Page

Click on a skill name on the Skills page to display a skill page with two tabs: Users and Presets. Here you can change user skill assignments or add the skill to skill presets.

Delete Skill

Only auxiliary and language skills can be deleted. Service skills are removed automatically when the corresponding services are deleted.

To delete an auxiliary or language skill, click the Actions button to its right and select Delete, then confirm the deletion. Alternatively, click on the skill name to open the skill page, then press the Delete button in the top right corner.

Please note: When you delete an auxiliary skill group, all skills within this group will be deleted as well.

Users

The Users tab contains a table listing all users that currently have this skill. For table specifics, see below:

Column	Description
Name	The user's name. Click to visit their user page.
Team	The team this user belongs to. Click to visit the team page.
Roles	The user's role(s) on the team.
Skill Level	The user's relative level of proficiency in the given skill for the agents in the corresponding rows, where 100 is highest and 0 is lowest. To adjust, click their name to visit their user page, then scroll down to the Skills section.
Type of Association	Whether the user has this skill directly or through team membership.

To show or hide disabled users in the table, use the Show Disabled Users toggle switch. To add or remove user properties from the table, click the Manage Columns button .

Directly Assign Skill to Users

1. Navigate to the desired skill page > Users.
2. Click the Add Users button.
3. Select all desired users from the drop-down menu.
4. Set the desired skill level.
5. Press Add.

Unassign Skill from User

1. Navigate to the desired skill page > Users.
2. Click the Actions button to the right of a row in the Users table.
3. Select Unassign Skill.

Presets

The Presets tab contains a table listing all skill presets that this skill currently belongs to. For table specifics, see below:

Column	Description
Name	Preset name
Skills	How many skills are assigned to this preset. Click to view all such skills.
Users	How many users can be assigned to this preset. Click to view all such users.

Add Skill to Presets

1. Navigate to the desired skill page > Presets.
2. Click the Add to Preset button.
3. Select all desired presets from the drop-down menu.
4. Press Add.

Remove Skill from Preset

1. Navigate to the desired skill page > Presets.
2. Click the Actions button to the right of a row in the Presets table.
3. Select Unassign Preset.< Previous | Next >