Unaric Voice 

If Omni-Channel is not used, user-specific skills can be used in the Live Agent Status Dashboard. The skills can be added with an additional field in the user page layout.

 

Step 1 - Add field on the user page layout

 

Setup / Object Manager / User / User Page Layouts

Add the field: Skills

 

 

 

Step 2 - Define Skills

Setup / Object Manager / User / Fields & Relationships

Field: Skills

 

Define Skill values like language skills, product skills, etc.

 

 

 

Step 3 - Add skills to users

Setup / users / user

 

Multiple skills can be assigned to a user.

 

 

 

Step 4 - Call Center Setup

In the call center setup, Presence State, you need to define that skills from users are displayed.

Select Columns: Add Skills

Skills: Use skills from User

 

Skills are shown in the Live Agent Dashboard.