GETTING STARTED
Introduction to SmartAssist
Glossary
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Release Notes
Current Version
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)

EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations

ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Handling Sensitive Data
Widgets
Utils
AgentAssist Settings
SearchAssist
Advanced Settings
Co-Browse Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Sensitive Data Masking
API Reference
API Setup
API List
Integrations
Genesys Voice Bot
Voice Automation - Integration with Amazon Connect
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk Voice Automation
Audit Report

AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard

SUPERVISORS
Dashboard
Automation
Queues and Agents
Interactions
Intelligence
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout

BUSINESS USERS
Reports
Introduction
Reports List

Skill Groups

A skill group aggregates similar agent skills. For example, Sales is a skill group, and skills such as up-selling, cross-selling, and presales are skills. 

You can find Skill Groups by going to Configuration > Routing > Skills. On the Skills page, all skills are placed in a group. Click the name of a group to display associated skills.

Add a Skill Group

To add a new skill group, follow these steps:

  1. Click the + New Skill Group button;

  2. In the Add New Skill Group window, provide inputs for the following:
    1. Skill Group Name: The skill group name for identification.
    2. Description: The skill group description to understand its context.
    3. Color: Associate a color to the group for easier identification. You can use Hex to choose a specific color, use the color picker or select from the preset color palette;
  3. Click Create to complete the process;
  4. A success confirmation message is displayed once the new skill group is created. You can now add skills to the group.

Note: Skill Groups and Skills can have identical names if required. You can add skills with the same name to different groups. Within the same group, skill names must be unique.

Edit a Skill Group

Follow these steps to edit a Skill Group once it is no longer associated with any skills:

  1. Click the Edit icon corresponding to the group you want to edit;
  2. Make the required changes in the Edit Skill Group window and click Save when done.

Delete a Skill Group

To delete a Skill Group, you must first remove the associated skills. In turn, the skills you have to remove must not be associated with any agent.

Follow these steps to delete a Skill Group:

  1. Delete the Skill:
    1. Click the desired skill group to get the associated skills list;
    2. Click the Edit icon corresponding to the skill you want to delete;
    3. Ensure that there are no agents assigned to the skill. If there are, you must remove them to delete the skill. Removing an agent from a skill also removes the skill assignment on the agent’s profile. Follow these steps:
      • In the Edit Skill window, scroll down to Agent Assignments;
      • Click the Delete icon for all the agents mapped to the skill.
      • Click the Delete button on the confirmation pop-up for each agent. Once deleting all the agents under Agent Assignments, click Save.
      • Click the Delete Skill icon.
      • Click the Delete button on the confirmation pop-up to confirm your choice.
  2. Delete the Skill Group:
    1. Click the Edit icon corresponding to the group you want to edit;
    2. In the Edit Skill Group window, click Delete Skill Group;
    3. Confirm your choice.

Note: You cannot restore deleted Skill Groups.

Skill Groups

A skill group aggregates similar agent skills. For example, Sales is a skill group, and skills such as up-selling, cross-selling, and presales are skills. 

You can find Skill Groups by going to Configuration > Routing > Skills. On the Skills page, all skills are placed in a group. Click the name of a group to display associated skills.

Add a Skill Group

To add a new skill group, follow these steps:

  1. Click the + New Skill Group button;

  2. In the Add New Skill Group window, provide inputs for the following:
    1. Skill Group Name: The skill group name for identification.
    2. Description: The skill group description to understand its context.
    3. Color: Associate a color to the group for easier identification. You can use Hex to choose a specific color, use the color picker or select from the preset color palette;
  3. Click Create to complete the process;
  4. A success confirmation message is displayed once the new skill group is created. You can now add skills to the group.

Note: Skill Groups and Skills can have identical names if required. You can add skills with the same name to different groups. Within the same group, skill names must be unique.

Edit a Skill Group

Follow these steps to edit a Skill Group once it is no longer associated with any skills:

  1. Click the Edit icon corresponding to the group you want to edit;
  2. Make the required changes in the Edit Skill Group window and click Save when done.

Delete a Skill Group

To delete a Skill Group, you must first remove the associated skills. In turn, the skills you have to remove must not be associated with any agent.

Follow these steps to delete a Skill Group:

  1. Delete the Skill:
    1. Click the desired skill group to get the associated skills list;
    2. Click the Edit icon corresponding to the skill you want to delete;
    3. Ensure that there are no agents assigned to the skill. If there are, you must remove them to delete the skill. Removing an agent from a skill also removes the skill assignment on the agent’s profile. Follow these steps:
      • In the Edit Skill window, scroll down to Agent Assignments;
      • Click the Delete icon for all the agents mapped to the skill.
      • Click the Delete button on the confirmation pop-up for each agent. Once deleting all the agents under Agent Assignments, click Save.
      • Click the Delete Skill icon.
      • Click the Delete button on the confirmation pop-up to confirm your choice.
  2. Delete the Skill Group:
    1. Click the Edit icon corresponding to the group you want to edit;
    2. In the Edit Skill Group window, click Delete Skill Group;
    3. Confirm your choice.

Note: You cannot restore deleted Skill Groups.