---
title: "Skills"
slug: "users-skills"
description: "Use skills (agent specialties) to route calls to the agents or departments in your organization that are most qualified to address a contact's needs."
tags: ["routing", "queue", "Inbound", "user", "Agent", "skill", "team", "supervisor"]
updated: 2025-09-23T14:04:48Z
published: 2025-09-23T14:04:48Z
canonical: "docs.voiso.com/users-skills"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Skills

**Who should read this article**: Administrators

Use skills (agent specialties) to route calls to the agents or departments in your organization that are most qualified to address a contact's needs.

## Introduction

A skill is a specialty a person has that enables them to do something better than a person who lacks the skill. In a contact center, different [users](/v1/docs/users-users) (or Agents) might have different skills. Some users might have specialized training on a particular product or service that other users don't have. Some users might speak one or more languages that other users don't. With Voiso, [inbound](/v1/docs/inbound) interactions can be routed by a [queue](/v1/docs/inbound-queues) to users based on the skills required to handle them.

## Managing skills

You can add, modify, [assign](/v1/docs/users-skills#assigning-skills), and delete skills using the **Skills** page. To access the **Skills** page, from the Voiso main menu, navigate to **Users > Skills**.

![Skills Skills Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Skills%20Skills%20View.png)

The **Skills** page contains a table listing the skills added to your contact center, the number of agents with the skill assigned, and the names of the Queue with the skill assigned.

### Adding a skill

To add a skill, follow these steps:

1. In the **Skills** page, click **Add skill**.
2. In the **Add skill** page, enter a name for the skill in the **Skill name** field (1).
3. To [assign](/v1/docs/users-skills#assigning-skills) the skill to one or more agents, click **Manage** (2) and select one or more agents from the **Agent assignment** panel. Click **Assign**.
4. For each agent that you assign, use the **value** fields (3) to assign relative skill levels to each agent. The higher the skill value, the higher the priority that is given to that agent when routing interactions according to skill. The skill value range is between **1** and **10**.
5. Click **Save** (4).

![Skills Add Skill](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Skills%20Add%20Skill.png)

### Editing skills

To edit an existing skill, follow these steps:

1. From the **Skills** page, click the name of the skill to be modified.
2. In the **Edit skill** page, you can modify the name for the skill in the **Skill name** field (1).
3. To [assign](/v1/docs/users-skills#assigning-skills) or unassign the skill, click **Manage** (2) and select or deselect one or more agents from the **Agent assignment** panel. Click **Assign**.
4. For each agent that you assign, use the **value** fields (3) to assign relative skill levels to each agent. The higher the skill value, the higher the priority that is given to that agent when routing interactions according to skill. The skill value range is between **1** and **10**.
5. Click **Save** (4).

![Skills Edit Skill](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Skills%20Edit%20Skill.png)

### Deleting skills

You can delete a skill in two places:

- In the **[Skills](/v1/docs/users-skills#managing-skills)** page, hover your mouse pointer over a skill in the table, then click the **Delete** trash can icon to delete the skill.

![Skills Delete Skill](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Skills%20Delete%20Skill.gif)

- In the **[Edit skill](/v1/docs/users-skills#editing-skills)** page, click **Delete**.

## Assigning skills

Skills may be assigned in multiple ways for routing purposes. You can:

- assign skills directly to a [user](/v1/docs/users-users) by editing the user profile.
- assign skills to one or more users by [editing the skill](/v1/docs/users-skills#editing-skills).
- assign skills to one or more users by editing a [queue](/v1/docs/inbound-queues).

### Assigning skills to a user by editing the user profile

To assign a skill to a single [user](/v1/docs/users-users), follow these steps:

1. From the Voiso navigation bar, navigate to **Users > Users**.
2. From the table of users, click a user name to [edit the user profile](/v1/docs/users-users#modifying-user-account-properties).
3. In the **Assigned skills** section, click **Edit**.
4. In the **Edit assigned skills** panel, select and deselect the skills to be assigned or unassigned.
5. Click **Save**.
6. In the **Edit user** page, click **Save**.

![Skills Add Skill to User](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Skills%20Add%20Skill%20to%20User.gif)

### Assigning skills to a user by editing the skill

Follow the steps in the [Editing skills](/v1/docs/users-skills#editing-skills) or [Adding skills](/v1/docs/users-skills#adding-a-skill) sections to assign one or more skills to one or more users.

### Assigning skills to a queue

To assign a skill to one or more [users](/v1/docs/users-users) who are assigned to a [queue](/v1/docs/inbound-queues), follow these steps:

1. From the Voiso navigation bar, navigate to **Inbound > Queues**.
2. From the table of queues, click a queue name to edit the queue properties.
3. Scroll down to the **Skills** section, then click **Edit**.
4. In the **Edit skills in queue** panel, select and deselect the skills to be assigned or unassigned.
5. Click **Save**.
6. In the **Edit queue** page, click **Save**.

![Skills Add Skill to Queue](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Skills%20Add%20Skill%20to%20Queue.gif)

A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.

Move a call through your contact center call flow to reach a destination such as an agent, a recording, or voicemail. The path a call follows in a call flow.

A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

The process of automatically directing calls through your contact center network to IVRs, queues, agents, recordings, agents, and voicemail.

## Related

- [Users](/users-users.md)
- [Teams](/users-teams.md)
- [Queues](/inbound-queues.md)
- [Inbound](/inbound.md)