1. Description

It is designed to assign the Skills an Agent must have to serve the Queue.

It consists of the following elements:

1. Search field (Fig.1(1));
2. Creation 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 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)). Skill modal window opens (Fig. 2) after clicking the add button,  which consists of the following elements:

1. Skill - a field for choosing a Skill;
2. Level - a field for specifying the Skill level;
3. Min capacity - a field for specifying the minimum potential that the Agent must have;
4. Max capacity - a field for specifying the maximum potential;
5. Bucket - bucket selection field; 
6. Save button;
7. Close button.

Fig. 2. Skill modal window

1.3. Refresh button

Updating the register table is performed by clicking on the 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:

1. Checkbox;
2. Name;
3. Capacity;
4. Level;
5. Bucket;
6. State;
7. Editing tool;
8. Removal tool.

1.4.1. Checkbox

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 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 button, the Skill window opens, in which you can change the data.

1.4.8. Removal tool

Fig. 6.  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 Skill to the Queue

2.2. Remove the Skill to the Queue

2.3. Edit Skill parameters for the selection of Agents in the Queue

2.4. Enable/disable a Skill for the Queue