Skills Builder Overview

Skills Builder is the administration interface for Luma that allows administrators to create conversations with users that answer questions, automate fulfilment or create actionable tickets for the support team. These conversations are called Skills. Each Skill is triggered by a set of phrases (utterances) and uses prompts to chat with the user to get the information needed to fulfil their request. Each Skill takes an action at the end of the conversation to do that fulfilment. The fulfilment action can be responding with a simple message, creating a ticket in the Service Desk system or calling another application via a web service.

Navigate Skills Builder

Once you login to the Skills Builder, the following Bot dashboard appears, which includes the menu items on the left pane.

The Skills Builder includes the following three elements:

• Menus
• Bot Dashboard
• Bot Testing

Menus

The Bot dashboard includes the list of menus on the left navigation pane. Click  to expand the navigation pane and view the menu items as shown below.

Once you are familiar with the menu icons and their names, click  to collapse the navigation pane and view only the menu icons as shown below.

The menu icons are explained below.

Bots

Click the Bots menu to navigate to the Bots dashboard. The bots dashboard helps you understand key performance metrics for your bot. To learn more about the bot dashboard, see Bot Dashboard Overview.

Attributes

Attributes are used to store information and access it later. They are used in skills to create the Conversation Parameters. To learn more about attributes, see Overview of Attributes.

Web Services

Web Services are used to integrate Luma with external systems and fulfil a user's request. To learn about web services, see Overview of Web Services.

Actions

Actions are used to encourage users to leverage Service Desk knowledge articles, text-based FAQs and URLs prior to initiating a skill conversation. To learn more about actions, see Create Actions.

Settings

Administrators can view and manage global settings. These settings apply to all components within Luma and control areas such as your API access key, timeout settings for the Transfer to Agent Skill and helps you manage the users. To learn more about Settings, see Manage Tenant Settings.

Profile Settings

Help

On the left navigation pane, click Help  icon. The following Need Help dialog box appears:

1. Click Product Documentation to navigate to the help documentation for Luma.
2. Click Training Videos to watch the various training videos on Luma, which are launched on YouTube.
3. Click Serviceaide Community to launch the community page. Here, you can view the latest announcements, blog posts, forum discussions, events details, post ideas, and more.
4. Click Contact Support to reach out to the Serviceaide support team in case of any issues or for any details.

Logout

Click Logout  icon, to Logout from Luma.

Bot Dashboard

The Bot Dashboard helps you understand key performance metrics for your bot. To learn more, refer Bot Dashboard Overview.

Bot Testing

Administrator can test the bot skills and debug it during the skill development. To learn more, refer Testing your Bot.