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Skills (Agents/Supervisor)

Skills (Agents/Supervisor)

Owned by Olesya Tantsyura
Last updated: Dec 31, 2024
4 min read

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

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 the image-20241231-114119.png button.

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

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

2. Opportunities

2.1. Add a Skill

Goal

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

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

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

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

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

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)

Result

A call is made to the Agent.