#149: Skill Management

Swarmica allows you to create an entity called a skill, which is essentially a preconfigured tag. This skill can then be assigned to an agent or a ticket for the purposes of auto-assignment and ticket routing based on the agents' skills.

Additionally, skills can be used to set up additional filtering and reports.

Setting Up Skills

Available for the Administrator role.

1. Go to Settings - Skill Management.
2. Click the Create button.
3. Enter the name, description, and color of the tag. Click Save.

Adding a Skill to an Agent's Profile

1. Go to Settings - Manage Employee - select the desired one.
2. In the Skills section, click on the button
3. Add the necessary skills to the agent's profile.

Adding a Skill in a Ticket

1. Go to the ticket.
2. In the metadata column on the right, go to the Skills block.
3. Click to select skills.

If you have enabled automatic ticket routing, tickets will be assigned to agents when their selected skills match.