Skills are labels that tell Spinoco what type of work each person can handle and what type of work each task requires. Spinoco uses skills to automatically route tasks to the right team member.

Use this guide to understand how skills are assigned and how they affect the way tasks are distributed across your team.

How skills are assigned to users

Each user in Spinoco is assigned one or more skills by their team leader or administrator. Skills reflect the types of tasks a person is equipped to handle — such as a specific communication channel, language, product area, or customer segment.

Skills can be updated at any time as your role or responsibilities change. Contact your administrator to add or remove skills from your profile.

How skills are assigned to tasks

Each task is also assigned a skill or set of skills. This can happen two ways:

• Automatically — Spinoco assigns a skill based on the source of the task, such as the phone number or mailbox it came through.
• Manually — A user or administrator assigns or adjusts the skill on a task directly. 

How Spinoco matches tasks to users

When a task needs to be assigned, Spinoco compares the skills required for the task against those of available team members. When a match is found, the task is automatically routed to that person.

Other ways skills are used

Skills appear throughout Spinoco beyond task routing, including:

• Assigning skills to customers to flag VIP contacts or other segments, so they can be handled differently in your automation flows.
• Filtering your task list by skill to focus on a specific type of work.
• Selecting the right skill when creating a task manually.

Note: Skills are fully configurable for your team. Your available skills depend on your team's setup. Contact your administrator to manage or update your skill set.

For a deeper look at how tasks and skills work together, see Get started with tasks on the desktop app.