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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)). 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 partition, each of which consists of a set of fields:
- Checkbox;
- Name;
- Capacity;
- Level;
- Bucket;
- State;
- Editing tool;
- Removal tool.
1.4.1. Checkbox
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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 need to handle, the more Agents need.
Suppose there are not enough Agents from the first level. In that case, Agents from the second/next level who have the 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 an Agent will fall into both the first and second levels (Fig. 4).
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 set up for this Skill. More information about Buckets can be found here.
Fig. 5. Bucket modal window
1.4.6. State
A switch that is responsible for enabling and disabling the Skill by the position:
- the Skill is enabled;
- 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
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Fig. 6. Modal confirmation window
1.5. Pagination
Include Page Pagination Pagination
2. Opportunities
2.1. Add Skill to the Queue
Goal | Add 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 to 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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