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3. Drill into the profile to add the appropriate skills. All available skills will appear in the right hand column. Select the skills you wish to add to the new profile and add them to the left hand column.
4. Once all the skills have been added, select the appropriate efficiency for each skill. Agents can be skilled as High, Medium or Low. Each skill must be assigned a proficiency. If an agent is skilled High, they will be presented with calls that have been tagged with that Demand/Skill first, followed by Medium and then Low.
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- Locate and drill down into the agent you wish to add the profile on the Agents page.
- Under profiles, search and select the profile you wish to assign to the agent.
- Deploy your changes.
