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1. Description

It is designed to customize the Agent's Skills.

It consists of the following elements:

  1. Top bar (Fig.1(1));
  2. Registry (Fig.1(2));
  3. Pagination (Fig.1(3)).

Fig. 1. Skills tab 

1.1. Top bar

The top bar consists of a button to return to the Agents page (Fig.2(1)), displaying the name of the Agent (Fig.2(2)), the amount of time (Fig.2(5)), which they spent in each status, as well as:

  1. Agent evaluation (Fig.2(3));
  2. Status change menu (Fig.2(4));
  3. Call button (Fig.2(6)).

Fig. 2. Top bar

Data updates occur every 10 seconds automatically

1.1.1. Agent evaluation

This displays the number of calls rated by Auditors and Supervisors, as well as the summarised rating of the Agent. 

Rating—total score. It is calculated by the formula sum(call ratings) / number of rated calls, rounded off to hundredths (0.00).

Calls with transfers are not rated.

Only a call that has a call recording and/or transcription can be evaluated.

One call can only be evaluated once.

1.1.2. Status change menu

The status change menu consists of a timer that displays the amount of time in this status since the last transition to this status and a drop-down list that opens when you click on the timer field (Fig.3). The drop-down list displays the available transition statuses. To switch to the desired status, click on it in the drop-down list.

Fig. 3. Status change menu

There are such statuses:

 Offline;

 Online;

 Pause;

 Break out.

When the operator is in the Break out status, the drop-down list looks like in Fig. 4.

Fig. 4. Agent on Break out

An Agent enters the Break out status only if they miss the number of calls entered in the Max no answer field on the Timing tab of the agent`s Team. This parameter is counted by distributed calls that the Agent missed, regardless of whether the subscriber dropped it or was distributed to another Agent.

The status change menu forces the Agent to enter the required status.

When you select the Pause status, a Select the reason for the pause modal window opens (Fig. 5). The modal window displays all available pause reasons and the amount of time: How much time the Agent was in this pause today / How much time is provided for being in this pause?

Fig. 5. Select the reason for the pause modal window

Which pauses will be displayed in the modal window depends on the settings on the Agent Statuses page in the Admin application.

1.1.3. Call button

The button is designed to call the Agent. When you click the button, a call window opens (Fig. 6)

Fig. 6. Call window

When you hover the cursor over the window, it takes the following form (Fig.7):

Fig. 7. Expanded call window

When a call is accepted, the agent's name changes to its Extension, a talk time counter and additional tools appear (Fig.8), namely:

 - button to mute the microphone;   - the microphone is mute;

 - a call hold button; 

Fig. 8. Call window when dialing Agent


Clicking the end call button  ends the call and closes the window.

1.2. Registry

It is designed to display records with call data.

It consists of the following elements:

  1. Select visible columns (Fig.9(1));
  2. Adding tool (Fig.9(2));

  3. Refresh button (Fig.9(3));

  4. Registry (Fig.9(4)).

Fig. 9. Registry

1.2.1. Select visible columns 

It is designed to select the columns displayed in the registry.

The Select visible columns modal window opens (Fig.10) when you click thebutton.

Fig. 10. Select visible columns modal window

Select the checkbox - this column is displayed in the registry;

Clear the checkbox - this column is not displayed in the registry.

1.2.2. Adding tool

To add a Skill, you must click the add button - . The Skill modal window opens (Fig. 11) after clicking the add button. It consists of the Skill and Capacity fields and the Add and Close buttons.

Fig. 11. Skill modal window

More information about Skills can be found here.

1.2.3. Refresh button

Updating the register table is performed by clicking on the refresh button -

.

1.2.4. Registry

It is a record of the Agent's existing Skills.

The following columns are available in the registry:

  1. Skills;
  2. Capacity;
  3. State;
  4. Editing tool;
  5. Removal tool.

1.2.4.1. Skills

Skill names are displayed here. How to create a new Skill can be found here.

1.2.4.2. 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 level of ability.

1.2.4.3. 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.

1.2.4.4. Editing tool

The Add Skill modal window opens (Fig. 11) after clicking the button. You can change the data in it.

1.2.4.5. Removal tool

It is used to remove a Skill. After clicking the delete button, the Skill is deleted.

1.3. 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 Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The presence of at least one Agent.
  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 Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The presence of at least one Agent.
  4. The presence of at least one Skill of the Agent.

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. Edit a Skill

Goal

Edit a Skill

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. 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 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 Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. 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

2.5. Change Agent status

Goal

Change Agent status from Online to Pause

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The Agent in Online status;
  4. The presence of a Lunch pause, for example.

Steps


  1. Click on the status change menu (Fig.2(4)). A drop-down list opens.
  2. Select Pause by clicking on it. The Choose a reason of pause modal window opens.
  3. Select Lunch by clicking. The OK button becomes active.
  4. Click the OK button.

Result

The Agent has entered the Lunch pause status.

2.6. Call the Agent

Goal

Make a call to the Agent

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The presence of at least one Agent.

Steps


  1. Click the Call button (Fig.2(3)). The call window opens (Fig.3)
  2. Click the button .

Result

A call is made to the Agent.

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