Add skills or update skill levels for an agent so that it gets added to their skill set.

Antes de Iniciar

Role required: skill_manager

Procedimento

1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
2. Select the coaching icon.
3. Select the Skills tab.
4. Add a skill or update a skill level.

   To	Do this
   Add a skill	In the skill matrix, select Add for the skill that you want to add to the agent. In the Skill level field, select a level for the skill. Select OK. The skill gets automatically added to the agent.
   Update a skill level	In the skill matrix, select a skill level for an agent. Select the skill level that you want to add for the agent. Select OK.