- Created by Olesya Tantsyura, last modified on Sept 06, 2023
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1. Description
The page is for creating Skills for Agents. Skills are assigned to Agents to determine the Members from which Queues they can serve based on the agent's information: knowledge of a specific part of the product, knowledge of languages, etc.
It consists of the following elements:
- Assign Agent (Fig.1(1));
- Creation tool (Fig.1(2));
- Search field (Fig.1(3));
- Refresh button (Fig.1(4));
- Registry (Fig.1(5));
- Pagination (Fig.1(6)).
Fig. 1. Agent Skills page
1.1. Assign agent
The Assign Agent button activates after selecting a Skill using the checkbox. You can choose several Skills. Agents are assigned all the selected Skills. The Assign skill to agents modal window opens (Fig.2) when you click on the Assign Agent button.
Fig. 2. Assign skill to agents modal window
1.1.1. Assign skill to agents modal window
The Assign skill to agents modal window consists of the following elements:
- Filter block (Fig.2(1));
- Register (Fig.2(2));
- Close button;
- Next button.
1.1.1.1. Filter block
The block of filters is used for faster search of the necessary Agents.
It consists of the following elements:
- Search field;
- Team field;
- Skill field;
- Reset filters button.
1.1.1.1.1. Search field
The search is performed on the Name column.
Use the * symbol to search by part of a word. You can also use the * character to replace any number of characters.
1.1.1.1.2. Team
A Team drop-down list to filter Agents that belong to a specific Team.
1.1.1.1.3. Skill
Skills drop-down list to filter Agents by these skills.
1.1.1.1.4. Reset filters button
Represented as a button , all previously selected filters are reset when clicked.
1.1.1.2. Register
The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:
- Checkbox;
- Name;
- Team.
1.1.1.2.1. Checkbox
Used to select one or more Agents to whom the Skill chosen will be assigned.
1.1.1.2.2. Name
The name of the Agent is displayed here.
1.1.1.2.3. Team
The name of the Team to which the Agent belongs is displayed here.
1.1.1.3. Close
Clicking the Close button closes the modal window. The Skill is not assigned.
1.1.1.4. Next
Clicking the Next button opens the Select capacity and state modal window (Fig. 3).
Fig. 3. Select capacity and state modal window
1.1.2. Select capacity and state modal window
The Select capacity and state modal window consists of the following elements:
- Capacity;
- State;
- Add button;
- Back button.
1.1.2.1. Capacity
Here enters the level of mastery of this Skill. It can be set from 0 to 100. The higher the number, the higher the Skill level.
1.1.2.2. State
Use the switch to enable/disable a Skill. The enabled Skills determine the Queues in which the Agent will work.
1.1.2.3. Add
Clicking the Add button adds the selected Skill to the selected Agents.
1.1.2.4. Back
Clicking on the Back button returns to the Assign skill to agents modal window (Fig. 2).
1.2. Creation tool
Use the Add button (Fig.1(2)) to create a new object. Access to a General tab opens after clicking. You can open tabs for existing Agent Skills through the entries editing tool (see paragraph 1.4.4).
Tabs:
The Agents tab is available after saving the data on the General tab.
1.3. 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.
1.4. Refresh button
Updating the register table is performed by clicking on the refresh button -
1.5. 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;
- Description;
- Total agents;
- Active skill agents;
- Editing tool;
- Removal tool.
If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1.
1.5.1. 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. 4. Confirm deletion modal window
1.5.2. Name
The name of the Skill is displayed here.
1.5.3. Description
Here is a description of the Skill.
1.5.4. Total agents
The number of Agents assigned to this Skill is displayed here.
1.5.5. Active skill agents
The number of Agents who have this Skill in an active state is displayed here.
1.5.6. Editing tool
The General tab opens after clicking on this button. You can change the object's data and go to other tabs for editing.
1.5.7. 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. 5. Confirm deletion modal window
1.6. 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. Create a new Skill
Goal | Create a new Skill |
---|---|
Preconditions | |
Steps |
|
Result | Data saved. Agent Skill is created |
2.2. Delete a Skill
Goal | Delete an Agent Skill |
---|---|
Preconditions |
|
Steps |
|
Result | The modal window closes. The Agent Skill is removed. |
2.3. Delete several Agent Skills
Goal | Delete several Agent Skills |
---|---|
Preconditions |
|
Steps |
|
Result | The modal window closes. Agent Skills are removed. |
2.4. Edit an Agent Skill
Goal | Edit an Agent Skill |
---|---|
Preconditions |
|
Steps |
|
Result | Data saved. |
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