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1. Description

It is designed to assign Skills to an Agent. Skills determine which tasks can be set to the Agent.

It consists of the following elements:

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

Fig. 1. Skills tab

1.1. Search field

The search is performed in the Skills column.

It consists of an input field and a close button () displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.

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.

Fig. 2. Add skill modal window

1.3. Refresh button

Updating the register table is performed by clicking on the 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. Skills;
  3. Capacity;
  4. State;
  5. Editing tool;
  6. Removal tool.

1.4.1. Checkbox

Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears. It contains the Yes, No, and close () buttons. Clicking the Yes button deletes the entries. Clicking the No button closes the modal window, and the entries are not deleted.

All records on the page will be selected if you select the checkbox in the header.

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 skill level.

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

The Add Skill modal window opens (Fig. 2) after clicking the button. You can change the data in it.

1.4.6. Removal tool

It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.

Fig. 4. Modal confirmation window

1.5. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Add a Skill

Goal

Add a Skill

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

Steps


  1. Click the  button. The Add skill modal window opens.
  2. Click on the Skill field. A drop-down list of existing Skills opens.
  3. Select the required Skill. The drop-down list is closed.
  4. Enter a number that represents the skill level in the Capacity field.
  5. Click the Add button.

Result

Data saved. Skill added

2.2. Delete a Skill

Goal

Delete a Skill

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

Steps


  1. Find the Skill you want to delete in the registry;
  2. Click on the delete button - .

Result

The modal window closes. Skill removed.

2.3. Delete several Skills

Goal

Delete several Skills

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

Steps


  1. Find the Skills you want to delete in the registry. 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. The Skills are removed.

2.4. Edit a Skill

Goal

Edit a Skill

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

Steps


  1. Find the Skill you want to edit in the registry.
  2. Click on the edit button in the entry of this Skill. The Add Skill modal window opens.
  3. Make changes.
  4. Click the Add button.

Result

The modal window closes. Data saved.

2.5. Enable/disable Skill

Goal

Enable a Skill

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

Steps


  1. Find the Skill you want to enable in the registry.
  2. Move the switch in the State column to the active position.

Result

The Skill is enabled

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