Introduction

In a contact center, a "routing target" is a foundational building block that's used to direct an incoming conversation to the most appropriate agent based on area of expertise (Sales, Support, VIP customers, etc.). This destination has different names in different contact center solutions: In LivePerson's Conversational Cloud, it's called a "skill." In other contact centers, it might be referred to as a "routing target" or "queue."

Within Syntrix, the routing target or destination is referred to as a "skill," so this documentation follows suit.

When you create a scenario, you must select the skill that the agent must be assigned in order to receive a conversation with a synthetic customer about the scenario. So, before you get started with building your synthetic customer assets, you need to populate Syntrix with your skills (routing targets).

Important notes

  • The Skills tab under Settings is hidden until you add a contact center to the account.
  • If you alter the skills that are defined outside of Syntrix (rename, delete, etc.), take care to update Syntrix accordingly. Re-import the skills into Syntrix (described below), and update impacted scenarios accordingly.

Create the CSV file of skills

To import skills into Syntrix, you need to use a CSV file. This import file must contain the following required columns:

  • Skill ID: The unique identifier for the routing target
  • Skill name: The display name of the routing target

An illustration of valid import file with two required columns

Conversational Cloud users: You can quickly and easily generate the import file by exporting your skills from Conversational Cloud: Click Manage > Users & Skills, and click the Skills tab. In the upper-right corner, select Actions > Export all. This downloads a ZIP containing several CSVs, including a Skills.csv. Extract the Skills.csv to a location of your choice.

Import skills into Syntrix

  1. On the left navigation bar, click Settings.
  2. Select the Skills tab.
  3. Click Import Skills.

  4. Click Select CSV file, navigate to and select the import file that you created. Click Import.

    This imports the skills into Syntrix, so you can use them when creating scenarios.

    You'll need to import skills whenever you add new ones to your contact center. Learn more below.

Update skills

The import of skills does a complete replacement of your skills in Syntrix. That is, in Syntrix all existing skills are deleted, and then the skills in the CSV file are added.

Consider the following workflow:

  1. You delete Skill A in your contact center application.
  2. You perform an import of your current skills into Syntrix.

In this case, Skill A will be deleted from Syntrix.

If you have any scenarios using Skill A, the system shows an error for those scenarios: Check Synthetic customer builder > Scenarios. Replace Skill A with another suitable skill.