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1. Description
It is designed to assign the Skills an Agent must have to serve the Queue.
It consists of the following elements:
- Search field (Fig.1(1));
- Creation tool (Fig.1(2));
- Refresh button (Fig.1(3));
- Registry (Fig.1(4));
- Pagination (Fig.1(5)).
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Fig. 1. Skills tab
1.1. Search field
The search is performed on the Name column.
Include Page Search field Search field
1.2. Creation tool
Click the add button to add a new Skill (Fig. 1 (2)). The Skill modal window opens (Fig. 2) after clicking the add button, which consists of the following elements:
- Skill - a field for choosing a Skill;
- Level - a field for the Skill level;
- Save button;
- Close button.
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Fig. 2. Skill modal window
1.3. Refresh button
(Fig.1 (3)). Include Page Refresh button Refresh button
1.4. Registry
The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:
- Checkbox;
- Name;
- Capacity;
- Level;
- Bucket;
- State;
- Editing tool;
- Removal tool.
1.4.1. Checkbox
Include Page Checkbox Checkbox
Fig. 3. Confirm deletion modal window
1.4.2. Name
The name of the Skill is displayed here.
1.4.3. Capacity
Here is the range of Skill levels that Agents must master to serve the Queue.
1.4.4. Level
This displays the level of the Skill that is listed in the Name field. The level can be set from 1 to 1000. The more calls are needed to be handled, the more Agents are needed.
If there are not enough Agents from the first level, Agents from the second/next level who have the appropriate capacity are taken.
Level 1 is the highest priority. It is used first.
The Agent's capacity is set in the Skills tab of an Agent.
If the capacity of the Agent is a number that borders on several levels, then such Agent will fall into both, the first and second levels (Fig. 4).
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Fig. 4. Level skills
1.4.5. Bucket
This displays the Buckets set up for this Skill when the entry was created.
The field is empty if the Bucket is not assigned.
If there are several Buckets, then the name of one Bucket and the number of other Buckets are displayed. When you click on the number next to the Bucket's name, the Buckets modal window (Fig. 5) opens, which shows a list of Buckets configured for this Skill. More information about Buckets can be found here.
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Fig. 5. Bucket modal window
1.4.6. State
A switch that is responsible for enabling and disabling the Skill by the position:
Image Removed Image Added - the Skill is enabled;
Image RemovedImage Added- the Skill is disabled.
1.4.7. Editing tool
After clicking the Image Removed Image Added button, the Skill window opens, in which you can change the data.
1.4.8. Removal tool
Include Page Removal tool Removal tool
Fig. 6. Modal confirmation window
1.5. Pagination
Include Page Pagination Pagination
2. Opportunities
2.1. Add a Skill to the Queue
Goal | Add a Skill to the Queue |
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Preconditions |
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Steps |
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Result | The modal window closes. Data saved. The entry has been added to the registry. A list of Agents matching the entered data has been added to the Agents tab. |
2.2. Remove the Skill from the Queue
Goal | Remove the Skill to the Queue |
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Preconditions |
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Steps |
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Result | The skill is removed. From the Agents tab, the Agents suitable for this Queue only for this Skill were removed. |
2.3. Edit Skill parameters for the selection of Agents in the Queue
Goal | Change the level, capacity, or Bucket in the setup of Skill |
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Preconditions |
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Steps |
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Result | The modal window closes. Data saved. |
2.4. Enable/disable a Skill for the Queue
Goal | Enable a Skill for the Queue. |
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Preconditions |
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Steps |
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Result | Data saved. The Skill is on. |
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