Skill is a set of call service parameters that you can apply to a VDN or a group of agents to manage calls of the same service category. For example, you can create a skill for managing calls for the billing service category.

After deploying your contact center, you need to add skills. On the Skills screen, you can manage skill configuration, import and export skills. Avaya Contact Center – Extended Capacity supports up to 15,000 skills. When adding or editing skills, you can configure warning thresholds for skills, select an audio file for skill announcements, or manage call redirection when an agent cannot answer the call.

You can later assign the created skills to agents on the Agents screen and to VDNs on the Vector Directory Numbers screen. Each agent can have a maximum of 120 assigned skills. The contact center routes incoming calls to the corresponding VDNs and agents.

You can also specify an agent selection method for ACD calls. The contact center routes a call to an agent based on the agent skill level, the amount of time the agent is idle, or the percentage of time the agent spends on ACD calls since last login. If you enable AI Pairing, the contact center routes incoming calls to agents based on the collected data from previous calls.