Skills: Route Issues to Representatives




Skills are the areas of expertise covered by your representatives. As an administrator, you need to create a list of these skills, which are ranked in broad categories according to their importance. These root skills can be assigned a number of sub-skills. For instance, the root skill for "Antivirus" can contain a list of common antivirus programs, each a particular sub-skill necessary to properly address a customer support issue dealing with antivirus-related problems.

Representatives associated with a given skill are listed on the right. If no representative is associated with a skill, go to Users & Security > Users, select a user to edit, and click on the Availability Settings to configure skills.

In order to be able to create and edit skills, this permission has to be set per user. Go to Users & Security > Users, scroll down to the Permissions section, and make sure Allowed to Edit Skills permission is checked. Administrators are automatically granted this permission.

To create or edit skills, go to Configuration > Skills.

New Root Skill

To begin, create a list of root skills as general categories.

New Skill

Add skills under the root skills.

Edit, Delete

Modify an exiting object or remove an existing object.

Change Ranking

If you need to change a root skill's rank, click on Change Ranking. You will now be able to drag and drop skills into their new positions.


Root skills and their sub-categories display in the Skills tree. You can use the orange arrows to expand or collapse each section.

Root skills are ranked sequentially from more critical to less critical. When Equilibrium is enabled, the system will try first to match all the root skills, but if that is not possible, it will begin to peel away lower ranking skills first, one at a time, until a match is found.

Display Name

Create a unique name to help identify this skill.

Code Name

Set a code name for integration purposes. If you do not set a code name, one is created automatically.

For more information, please see at

Import User Skills

Once created, skills can be assigned to representatives from the Users & Security > Users page.

When dealing with a larger number of representatives and/or skill sets, it may be easier to assign skills to representatives using bulk import. Use Choose File to upload a CSV file with the usernames and associated skills. The CSV file should use the following format:

  • "username1", "skill_code_name"
  • "username1", "skill_code_name2"
  • "username2", "skill_code_name"
  • Please note that the skills listed for a given representative on the import file will override any skills already associated with that user. If you need to remove all associated skills with a particular user, leave the skill code name empty ("username3", "").

    For more information, please see at

    For more information, please see Assign Skills to Representatives.

    For more information, please see Skills Routing Algorithms.