Cisco Finesse - Setting Your Skills


Introduction

In Cisco Finesse, agents receive distributed calls from different call flows based on the “skills” they are assigned.  Agents are able to assign and un-assign skills within the Finesse desktop using a skill menu created by Novelvox.

Instructions

  1. Log in to Cisco Finesse

  2. Click the Reskilling button in the left sidebar.

    Reskilling menu in the left sidebar of Finesse Desktop.

  3. This screen will appear:

    The Reskilling menu within Cisco Finesse allows agents to set their skills.

  4. The list of available skills is on the left under Available Attributes, and the currently assigned skills are on the right under Assigned Attributes.  To add a skill to your profile, select it on the left, then click the >> (Right-facing arrow) icon.  To remove a skill from your profile, select it on the right, then click the << (Left-facing arrow) icon.

  5. When the list of desired skills is accurate within the Assigned Attributes table on the right, click Apply Reskilling.