Skills & Competency
The Skills module is the tenant's competency system — a skill taxonomy, recorded
employee proficiencies, per-LOB eligibility requirements, regulated
certifications, and gap analysis. Open it from the sidebar under HR → Skills
(/skills), which has three admin tabs: Categories, Skills, and
Certifications.
The taxonomy
Operations owns the skill tree. Categories group skills (Customer Service, Compliance & Regulatory, Languages, Technical), and the taxonomy updates without touching individual employee records.
Each skill carries a proficiency scale — binary (has it / doesn't) or a graded level scale with custom labels.
The New skill dialog picks a category, sets the scale, and (for level scales) names the levels.
Recording competencies
An employee's Skills tab on their record stacks recorded competencies and certifications. Competencies can be sourced from an assessment, self-report, training completion, or a certification, and they expire per the skill's validity window so currency stays honest.
The Record assessment dialog validates the proficiency value against the skill's scale before saving.
LOB requirements
Each line of business declares the skills and certifications it requires — some mandatory (a hard gate that blocks scheduling), some advisory. The requirements drawer on the client/LOB configuration is where they're set.
Regulated certifications
The Certifications tab is a registry of regulated certification types (PCI-DSS, HIPAA, FINRA, provincial OHS, First Aid/CPR), each with an issuing body and validity period. Types that require a license number store it encrypted and masked, revealed only to roles holding the reveal permission and audited on every read.
Gap analysis
/skills/gaps reports where the workforce falls short:
- Gaps — every (employee, LOB, skill) row missing a required skill
- LOB readiness — the share of assigned agents fully eligible per LOB
- Expiry forecast — competencies expiring inside the configured window, so refresher training is booked before the gap goes live
Roles
| Permission | Typical role | Lets the user… |
|---|---|---|
skills.taxonomy.read | Manager, planner | Browse the skill tree |
skills.taxonomy.create / .update | Operations admin | Manage categories and skills |
skills.competency.read.own | Agent | See their own recorded competencies |
skills.competency.create / .update | Supervisor, L&D | Record and update competencies |
skills.certification.license_number.read | Compliance, HR | Reveal an encrypted license number |
skills.lob_requirement.manage | Operations admin | Set per-LOB skill requirements |
skills.gap_analysis.read | L&D lead, planner | Open the gap reports |
What to read next
- Workforce Management — where mandatory-skill gates affect scheduling
- Training — closing the gaps the reports surface