Set up skills, create a rating model, and assign agents

Note

Effective November 2020:

  • Common Data Service has been renamed to Microsoft Dataverse. Learn more
  • Some terminology in Microsoft Dataverse has been updated. For example, entity is now table and field is now column. Learn more

This article will be updated soon to reflect the latest terminology.

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Set up skills

As an administrator, to create skills, you need at least one skill type in the system. For example, to add Spanish as a skill, you need a skill type called Language. You must first create a skill type and then create skills.

Create skill types

  1. Sign in to the Dynamics 365 instance as an administrator.

  2. Select Settings > Customizations > Customize the System.

  3. Select Option Sets from the left pane.

  4. Double-click the Bookable Resource Characteristic Type from the list. A new window opens.

  5. Select the Add icon under the Options container.

  6. Type a name for the Label field. For example, Language.

  7. Select Save to save the skill type.

  8. Create as many skill types as required.

  9. Select Publish to publish the customization changes.

    Create skill type.

Create skills

After you create a skill type, you can create skills in the Omnichannel admin center or Omnichannel Administration app.

  1. In the Omnichannel admin center app, select User attributes in the site map, and select Manage beside Skills on the User attributes page. In the Omnichannel Administration app, select Skills under Queues & Users in the site map.

  2. Select New.

  3. Specify the following in the New Skill page.

    Field Description Example value
    Name Specify the name of the skill. Spanish
    Note:
    The name must be unique.
    Type Select a skill type from the drop-down list. Language
    Description Provide a description of the skill. This record is used to define the skill level of the Spanish language.
  4. Select Save.

After you save, the Users (Agents) section appears. In this section, you add the agents and rating value. To learn more, see Assign agents to the skill.

Rating value of skills

When you add a skill to an agent, you also need to rate the proficiency of the skill. This enables the system to do an exact or closest match against the requirement of a conversation and distribute the conversation accordingly. You can use the default rating model, edit it, or create a new one to match the needs of your organization.

You must provide the minimum and maximum rating value. Also, in the Rating Values section, you must create rating value text against each score between the minimum and maximum rating value. This text appears when you're updating an agent's skill and proficiency.

Create a rating model

  1. In the Omnichannel admin center or Customer Service Hub app, select User attributes in the site map, and select Manage beside Skill-based routing on the User attributes page. If you're using the Omnichannel Administration app, select Skill Based Routing under Settings in the site map.

  2. On the Omnichannel Configuration page, in the Rating Model section, select New Rating Model.

  3. Specify the following in the New Rating Model page.

Tab Field Description Example value
General Name Specify a name for the rating model. Language rating model
General Min Rating Value Provide a minimum rating value. 1
General Max Rating Value Provide a maximum rating value. 10
  1. Select Save. The Rating Values section appears.

  2. Select New Rating Value. The New Rating Value page appears.

  3. Specify the following.

Field Description Value
Name Specify a name for the rating value. ★★★★★★★★★★
Note:
This is an example value.
Value Provide a value. 10
Note:
This is an example value.
  1. Select Save and Close to save and add the rating value to the grid.

  2. Select New to add other rating values and repeat step 4 and 5.

  3. Select Save to save the rating model changes.

We recommend that you use a rating model with minimum value as 1 and maximum value as 10, and define the rating values accordingly.

For example:

Rating value name Value
★★★★★★★★★★ 10 star
★★★★★★★★★ 9 star
★★★★★★★★ 8 star
★★★★★★★ 7 star
★★★★★★ 6 star
★★★★★ 5 star
★★★★ 4 star
★★★ 3 star
★★ 2 star
1 star

Add agents as bookable resource

Add the agents as a bookable resource so that you can assign skills to them.

  1. In the site map of Omnichannel admin center, select Users under General settings. If you're using the Omnichannel Administration app, select Users under Queues & Users.

  2. Select a user from the list and select the Omnichannel tab.

  3. Select New Bookable Resource in the Skills Configurations section. The New Bookable Resource page appears.

  4. Specify the name of the user in the Name field.

  5. Select Save.

Assign agents to skill

  1. In the site map of Omnichannel admin center, select User attributes under Advanced settings, and then select Manage for Skills. If you're using Omnichannel Administration, select Skills under Users & Queues in the site map.

  2. Select a skill from the list for which you want to assign the agents.

  3. Select New Bookable Resource Characteristic in the Users (Agents) section. The Quick Create: Bookable Resource Characteristic pane appears.

  4. Select an agent name for the User (Agent) field. Only the name of the agents who are added as Bookable Resources appears in drop-down.

  5. Select a rating value from the list. The values that appear are based on the rating model and rating values that you created. To learn more, see Rating value of skills.

  6. Select Save and Close. The agent you added is displayed in the grid.

    Assign agents to skill.

  7. Repeat steps 3 through 6 to add more agents to the skill.

  8. Select Save.

Alternatively, you can also add a skill to the user (agent). To learn more, see Manage users.

See also

Overview of skill-based routing
Manage users