Assigning an Agent Assist profile to a skill

Last Updated : Oct 14, 2024 |

About this task

You must assign an Agent Assist profile to a skill to receive customized suggestions for that skill.

You can assign profiles to different skills to enable agents to receive customized suggestions for different skills and business needs. It increases the relevance of the responses and removes irrelevant responses for different skills. For example, you have a profile dedicated to sales-related queries and you assign that profile to a skill to receive only sales-related suggested responses.

Before you begin

Ensure that you have an existing Agent Assist profile.

Procedure

  1. In the navigation tree, click Hybrid Voice > Skills.
  2. In the Avaya Communication Manager field, select a Communication Manager element.
  3. Click Create Skill.
  4. In the Name field, type a name for the skill.

    The skill name must be unique within a Communication Manager element. However, you can duplicate the skill name across different Communication Manager elements.

  5. In the Skill Extension Number field, type an extension number for the skill.

    The skill extension number must be unique within a Communication Manager element. However, you can duplicate the skill extension number across different Communication Manager elements.

  6. In the Skill Number field, type a number for the skill.

    The skill number must be unique within a Communication Manager element. However, you can duplicate the skill number across different Communication Manager elements.

  7. In the Agent Assist Profile list, select an Agent Assist profile.
  8. Click Save.

    You can view the new skill on the Skills page.

    Depending on your requirement, you can view, update, and delete skills from the Skills page.

Related information
Adding a new profile for Agent Assist