Enable agents to update skills

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

By default, skill-based routing is enabled. You can create skills to attach to agents and define proficiency levels by using a rating model. You can also enable your agents to add or remove skills for their assigned work items at runtime. To do this, you must enable the update skill control toggle in the Customer Service admin center app.

Note

By default, the skill control is available for messaging channels only. For the record channel, you'll need to customize the form to add the skill control. More information: Add a skill control for routed records

Prerequisite

To ensure that the skill control is loaded and displayed properly for the routed records, you must allow access to these websites.

Enable agents to update skills at runtime

  1. In the site map of Customer Service admin center, select User management in Customer support. The User management page appears.

  2. Select Manage for Skill-based routing.

  3. On the Skill based routing tab, set the Enable update skill control toggle to Yes.

    Enable update skill control toggle

By enabling your agents to evaluate and update skills required for their work items, you make use of your agents' experience to identify the actual skills that are required for the work items. These skills are also used in training the skill finder model. Accurate data on skills improves the model accuracy and prediction. More information: Retrain skill finder model

Overview of skill-based routing
Set up skills and assign agents