Skills are labels that define the type of work a person can handle — such as a communication channel, language, product area, or customer segment. Spinoco uses skills to automatically route tasks to the right team member.

Use this guide to understand how to create, manage, and assign skills as an administrator.

How skills are assigned to tasks

Each task is also assigned a skill or set of skills. This can happen in 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.

Create a skill

1. Go to Team. 
2. Select Settings. 
3. Select Skill. 
4. Click the plus icon. 

5. Enter a Skill name. The Skill identifier auto-populates. 
6. Provide a Description of what the skill is for and when it should be used.
7. Select a shape and color.

8. Configure whether the skill needs to Await for the task to be closed and if you’d like to Disable manual task assignment. 
9. Select a skill priority. 
   1. Highest priority — Tasks with this priority are given preference over all others. 
   2. Medium priority — Specify the desired weight. 
   3. Lowest priority — Tasks with this priority are scheduled last.
10. Click Create skill.

Manage existing skills

To edit an existing skill:

1. Go to Team.
2. Select Settings. 
3. Select Skill.
4. Click the edit icon next to the applicable skill. 
5. Make your desired changes and click Save changes. 

To delete an existing skill:

1. Go to Team. 
2. Select Settings. 
3. Select Skill.
4. Click the edit icon next to the applicable skill. 
5. Click Delete skill. 
6. Confirm that you wish to delete the skill by clicking Delete skill.

Assign skills to users

1. Go to Team. 
2. Select Settings.
3. Next to the applicable team member, click the edit icon.

4. Scroll to SELECTED SKILLS. 
5. Use the dropdown to select and add skills. 
6. Use the X to remove assigned skills. 
7. Click Save changes.