Skills (Agents)
- Olesya Tantsyura
- Olga Chorna
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:
- Search field (Fig.1(1));
- Adding 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 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:
- Checkbox;
- Skills;
- Capacity;
- State;
- Editing tool;
- Removal tool.
1.4.1. Checkbox
Use to select one or more entries. An additional delete tool appears after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool.
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 a skill assigned to an Agent. Clicking the delete button removes the selected skill from the Agent.
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 |
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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 | 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 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 |