Attributes is a section in Talkdesk Admin where administrators can assign attributes to agents. Attributes in Talkdesk represent skills or characteristics, such as language skills, certifications, or product expertise. These can be assigned to one or more users, and can have one or more Teams assigned to them. Attributes are used in Talkdesk Studio™, via the Assignment and Dial component, to shape routing and agent selection criteria.
When to use it
Route calls or digital contacts based on agent skills.
To track or report on agent capabilities or contact assignments according to those capabilities.
Manage agent skill sets, reassign agents, or reflect training/proficiency levels.
How to Create a New Attribute:
Go to the Admin section [1].
Select Attributes [2] from the menu.
Click Create attribute [3]. The “Create new attribute” form will open.
In the form, fill in:
- Name [4]: Name the attribute.
- Category [5]: Choose an existing category or create a new one, see Create Categories section.
- Teams [6]: Choose which teams should be assigned to this attribute.
- Attribute status [7]: Set to Active to enable user assignments in the Users tab. This tab will be unavailable if the option is set to Deactivated.
- Proficiency [8]: Enable proficiency (1-5 stars) or choose No proficiency. If “Proficiency” is enabled, the default proficiency level (pre-set with 3-stars) applies only to new users. Changing it later affects only future assignments. Existing users maintain their assigned proficiency.
- Click Save in the top-right corner.
Note: Access to these attributes depends on the scope and permissions defined for each user role. For more information, see Roles and Permissions in this article.
Assign Attributes to Users
Select your attribute (e.g., Portuguese) and go to the tab Users [1].
Click Assign users [2].
The “Assign to users” sidepanel will appear. Search the user’s name (e.g., Th RP) in the search bar [3]. See how to create users in this article.
Tick the user(s) from the search list.
Toggle “Show only selected users” [4] for filtered view (optional).
Click Assign [5]. The view returns to the list of “Users with this attribute”. Each user’s proficiency level is displayed and can be adjusted by changing the number of stars.
Then, click Save [6] at the top-right corner.
Tip: When in the Attributes view, select the Assign to users to quickly assign users to an attribute.
Assign Teams to Attributes
In the Attributes view, select the attribute(s) you wish to manage and click Assign teams [1] .
Use the dropdown list to select the team(s) that will be able to see the attribute(s).
- Confirm the team(s) selected and click Assign [2].
Remove Teams from Attributes
In the Attributes view, select the attribute(s) you wish to manage and click Remove teams [1].
Use the dropdown list to select the team(s) that will be removed from the attribute(s).
- Confirm the team(s) selected and click Remove [2].
Create Categories
A category is a way to classify attributes into meaningful groups so they are easier to manage and filter (e.g., language, rating, role).
Option 1: Create a category while creating an attribute
During attribute creation, go to the “Category” dropdown [1] and select Create new category [2].
A “New category” pop-up will appear. Name the category and click Create category [3]. The new category is created immediately and becomes available in the dropdown list.
Option 2: Create a category from the Attributes view
On the Attributes page, select Categories.
The “Categories” sidepanel will appear. Click Create new category.
Enter the category name and confirm by selecting the checkmark. The category is created instantly and added to the dropdown list. Edit and delete options are also available via this sidepanel.
Tip: When in the Attributes view, select the Change category to quickly update an attribute’s category.
Status Activate and Deactivate
In the Attributes view, select the attribute to be updated (e.g., Portuguese).
The Activate and Deactivate buttons will appear. Select the desired action.
Important:
Deactivated attributes are automatically hidden by the default filters in the Attributes view.
Once an attribute is deactivated, it cannot be recovered.