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1. Description

The page is for creating Skills for Agents. Skills are assigned to Agents to determine the Members from which Queues they can serve based on the agent's information: knowledge of a specific part of the product, knowledge of languages, etc.

It consists of the following elements:

  1. Creation tool (Fig.1(1));
  2. Search field (Fig.1(2));
  3. Refresh button (Fig.1(3));
  4. Registry (Fig.1(4));
  5. Pagination (Fig.1(5)).

Fig. 1. Agent Skills page

1.1. Creation tool

Use the Add button (Fig.1(1)) to create a new object. Access to a General tab opens after clicking. You can open the General tab for existing Agent Skills through the entries editing tool (see paragraph 1.4.4).

1.2. Search field

The search is performed on the Name column.

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Search field
Search field

1.3. Refresh button

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Refresh button
Refresh button
(Fig.1 (3)).

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:

  1. Checkbox;
  2. Name;
  3. Description;
  4. Editing tool;
  5. Removal tool.
Info

If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1.

1.4.1. Checkbox

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Checkbox
Checkbox

Fig. 2. Confirm deletion modal window

1.4.2. Name

The name of the Skill is displayed here.

1.4.3. Description

Here is a description of the Skill.

1.4.4. Editing tool

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Editing tool
Editing tool

1.4.5. Removal tool

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Removal tool
Removal tool

Fig. 3. Confirm deletion modal window

1.5. Pagination

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Pagination
Pagination

2. Opportunities

2.1. Create a new Skill

Goal

Create a new Skill

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent Skills section in the Admin application;
  3. Permission to create in the Agent Skills section.

Steps


  1. Click the Add button. The General tab opens.
  2. Enter data. The Save button becomes active.
  3. Click the Save button

Result

Data saved. Agent Skill is created

2.2. Delete a Skill

Goal

Delete an Agent Skill

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent Skills section in the Admin application;
  3. Permission to select and delete in the Agent Skills section;
  4. The presence of at least one Agent Skill.

Steps


  1. Find the Skill you want to delete in the registry entries;
  2. Click on the delete button - . A modal window opens to confirm the deletion;
  3. Click the Delete button.

Result

The modal window closes. The Agent Skill is removed.

2.3. Delete several Agent Skills

Goal

Delete several Agent Skills

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent Skills section in the Admin application;
  3. Permission to select and delete in the Agent Skills section;
  4. The presence of at least one Agent Skill.

Steps


  1. Find the Agent Skills you want to delete in the registry entries. Select them using the checkbox;
  2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion.
  3. Click the Delete button.

Result

The modal window closes. Agent Skills are removed.

2.4. Edit an Agent Skill

Goal

Edit an Agent Skill

Preconditions
  1. Access to the Admin application;
  2. Access to the Agent Skills section in the Admin application;
  3. Permission to edit in the Agent Skills section;
  4. The presence of at least one Agent Skill.

Steps


  1. Find the Agent Skill you want to edit in the registry entries.
  2. Click on the edit button in the entry of this Agent Skill. The General tab opens.
  3. Make changes.
  4. Click the Save button.

Result

Data saved.


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