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1. Description
It is designed to assign Skills to an Agent. Skills determine which tasks can be set to an Agent.
It consists of the following elements:
- Search field (Fig.1(1));
- Adding 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 Skills column.
Include Page Search field Search field
1.2. Adding tool
To add a Skill, you must click the add button. The Add Skill modal window opens (Fig. 2) after clicking the add button. It consists of the Skill and Capacity fields and the Add and Close buttons.
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Fig. 2. Add 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;
- Skills;
- Capacity;
- State;
- Editing tool;
- Removal tool.
1.4.1. Checkbox
Include Page Checkbox Checkbox
Fig. 3. Confirm deletion modal window
1.4.2. Skills
Skill names are displayed here. How to create a new Skill can be found here.
1.4.3. Capacity
This shows the level of proficiency in this skill. You can set it from 0 to 100. The larger the number, the higher the level of ability.
1.4.4. State
You can enable/disable the Skill by using the switch in this column. The enabled Skills determine the Queues in which the Agent will work—the Queues in which the Agent works are displayed in the Queues tab.
1.4.5. Editing tool
Include Page Editing tool Editing tool
1.4.6. Removal tool
Include Page Removal tool Removal tool
Fig. 4. Modal confirmation window
1.5. Pagination
Include Page Pagination Pagination
2. Opportunities
2.1. Add a Skill
Goal | Add a Skill |
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Preconditions |
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Steps |
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Result | Data saved. Skill added |
2.2. Delete a Skill
Goal | Delete a Skill |
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Preconditions |
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Steps |
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Result | The modal window closes. Skill removed. |
2.3. Delete several Skills
Goal | Delete several Skills |
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Preconditions |
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Steps |
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Result | The modal window closes. The Skills are removed. |
2.4. Edit a Skill
Goal | Edit a Skill |
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Preconditions |
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Steps |
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Result | The modal window closes. Data saved. |
2.5. Enable/disable Skill
Goal | Enable a Skill |
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Preconditions |
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Steps |
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Result | The Skill is enabled |
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