Creating a skill for use with skills-based routing.

  • Creating a Skill is the first step required to do skill based routing.
  • To create a skill you will need to add a skill name.
    The name should be descriptive and easily understood by the system users. eg. Closing rate
  • Description is where you will enter the description of the Skill. This is where you can further describe the attributes of the skill you are creating.
  • To create the skill simply click the save button on the bottom right of the screen.
  • Once a skill is created you are able to assign that skill to users and to workflows in order to have the ACD use skill based routing to more efficiently route calls to the appropriate users within a queue.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.