SupportLogic now allows Admins to manually add or remove agent skills using the list of skills defined in the customer’s ontology list. This feature helps ensure more accurate agent recommendations and better case assignments.

Overview

SupportLogic uses two types of skills to recommend the best agent for a case:

• Customer-entered skills: Added by the customer in the ontology list (Editable: Yes, No icon)
• Auto-detected skills: Automatically extracted by the SupportLogic ML engine (Editable: No – future release

Note: Auto-detected skills cannot be edited at this time. Only skills in the ontology list can be manually added or removed.

Permissions

Editing agent skills requires specific user permissions. An Admin user must enable this by navigating to:
Settings → Roles and Permissions → Skills Editing

Only users with this permission will see the Edit Skills option.

Where You Can Edit Skills

You can edit agent skills from two locations within SupportLogic:

1. Agent Insights Page

• View and edit an agent’s skills directly from their profile.
• Shows both customer-entered and auto-detected skills.
• Auto-detected skills are marked with a lamp icon.

2. Recommended Agents Panel

• Edit skills while manually assigning an agent to a case.
• Skills can be updated in real time before assignment.

How to Edit Agent Skills

1. Navigate to either the Agent Insights page or the Recommended Agents panel.
2. Click the Edit Skills button.
3. A pop-up window will appear showing a list of skills from the Ontology table.
- Auto-extracted skills will not appear in this list in the current phase.
- Future updates will allow editing of these skills.
4. Select or deselect skills to add or remove them.
5. Click Save to apply the changes.

Impact on Agent Recommendations

• Manually added skills directly influence the agent recommendation engine.
• Any case linked to a manually added skill will receive a guaranteed 100% match in the Skills Match category.

Tip: Use this feature to boost assignment accuracy for high-priority cases.

Future Enhancements

Upcoming releases will include:
• The ability to edit auto-detected skills.
• Expanded visibility of ML-extracted skills in the editing interface.

Summary

The Edit Agent Skills feature provides Admins with greater control over agent expertise and case assignment accuracy. By leveraging customer-entered ontology skills, SupportLogic ensures that agent recommendations reflect the most relevant expertise for every case.