- Created by Olesya Tantsyura, last modified on Mar 25, 2024
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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)).
Fig. 1. Skills tab
1.1. Search field
The search is performed on the Name 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. 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.
Fig. 2. 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:
- Checkbox;
- Name;
- Capacity;
- Level;
- Bucket;
- State;
- Editing tool;
- 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. 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).
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.
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 button, the Skill window opens, in which you can change the data.
1.4.8. Removal tool
This button is used to remove an entry. When you hover over the remove button , information with the tool's name is displayed. After clicking the remove button, the entry is removed.
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 to the Queue
Goal | Add a Skill to the Queue |
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Preconditions |
|
Steps |
|
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 |
|
Steps |
|
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 |
|
Steps |
|
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 |
|
Steps |
|
Result | Data saved. The Skill is on. |
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