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Skills and Agent Entitlements

Skills describe what an agent can do, such as Spanish, Billing or Tier 2 support. Queues can require or prefer skills. Agent entitlements decide which queues and campaigns an agent may sign in to, in what order the agent is offered work, and which skills the agent holds.

MenuInteraction Center > Management > Skills, and Interaction Center > Management > Agent entitlements
PermissionManage Contact Center skills; Manage Contact Center agents
FeaturesSkills come with Contact Center Work Distribution. Entitlements are the optional Contact Center Agent Entitlements feature (CrestApps.OrchardCore.ContactCenter.AgentEntitlements).

Create a skill​

  1. Open Interaction Center > Management > Skills and click Add Skill.
  2. Enter a Name (for example Spanish) and an optional Description.
  3. Leave Enabled ticked and click Save.

A disabled skill stays on the agents and queues that already use it, but it can no longer be picked for new ones.

Grant an agent queues, campaigns and skills​

  1. Open Interaction Center > Management > Agent entitlements and click Add agent entitlements.
  2. Click Browse users, search for the person and pick them as the User. Each user has one entitlement record; the screen tells you if one already exists.
  3. Under Allowed queues, pick every queue the agent may sign in to. Removing a queue later also signs the agent out of it.
  4. Under Queue preferences, set a Priority for each allowed queue (a lower number is served first) and an optional Delay (s), which makes a caller wait that many seconds before this agent is offered work from that queue. Use delays to make an agent a backup for a queue.
  5. Under Allowed campaigns, pick the dialer campaigns the agent may work.
  6. Under Skills, add each skill with a Proficiency from 1 (basic) to 5 (expert).
  7. Click Save.

The list shows how many queues and campaigns each agent is allowed. Entitlement records cannot be deleted; remove the queues and campaigns instead.

Supervisors need entitlements too

The live dashboard and shared voicemail show a supervisor only the queues and campaigns on their own entitlement record. Give each supervisor an entitlement record with the queues they supervise, or their dashboard is empty.

When the entitlements feature is off

Without the Agent Entitlements feature, any agent may sign in to any queue or campaign, and there is no screen to give agents skills. Turn the feature on as soon as queues need skills or you have more than one team.