Symptom / Need

You need to assign or modify an agent's skills so that they can manage interactions according to their profile and knowledge.

Context / Scenarios

• A new agent has been created and requires skills to handle calls, chats or other channels.
• An agent has changed roles and needs to update their skills.
• A supervisor wants to assign specific skills to an agent to receive certain types of interactions.

Answer (Solution/Recommendation)

To assign skills to an agent in wolkvox Manager, follow these steps:

1. Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents.
2. Locate the agent you want to assign skills to. You can search for them by agent ID or name.
3. Right click on the agent and select the "Manage skills" option.
4. The "Add skills to agents" window will open, where you will see two tables:
   1. Left table: List of available skills.
   2. Right table: List of skills assigned to the agent.
5. In the left pane, select the skill you want to assign to the agent. You can select multiple skills by holding down the Ctrl (Windows) or Cmd (Mac) key.
6. Click the right-pointing arrow (→) to move the selected skills to the table on the right.
7. Verify that the skills now appear in the table on the right (skills assigned to the agent).
8. Click "Save" to apply the changes.

💡 Note: If you need to remove a skill from the agent, select it in the table on the right and use the arrow pointing left (←).