This topic is organized in the following manner:
To view Skill assignment information, first select Skills from the drop-down list. An example of the Skills view is shown below. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.
The Skills view displays all the Skills that have been configured for your organization. Each list pane entry includes the following information:
Name of the Skill
Agents Assigned
Agents Logged In
The details pane displays the same information for a selected Skill.
To view all the Agents who possess a given Skill:
Select the appropriate Skill on the list pane.
Click the list pane Actions button and select Selected > Open. You can also double-click the appropriate Skill.
The list pane now displays all the Agents who possess the Skill. For further information about changing the properties of these Agents, see Changing Agent Properties Overview.
Select the appropriate Skill on the list pane.
Click the list pane Actions button and select Selected > Assign To Agents.
In the Assign Skill/Level To Agents window:
Add the appropriate Agents to the Assign Skill To Agents table.
Select the appropriate Skill Level.
Click OK.
Use the Assign Skill/Level window to assign a selected Skill/Level to one or more Agents.
Available Agents Section |
|
Find button |
Click to display the Find window, which enables you to locate a specific entry, based on User Name, First Name, and Last Name. See Finding Objects. |
Filter button |
Click to display the Filter window, which enables you to filter the list, based on Skill assignment status and Skill Level. See Sorting and Filtering Object Lists. |
Show All button |
Click to remove all filtering from the Available Agents table. |
Slice controls |
Enable you to navigate between the slices. If the Available Agents table contains more than 100 Agents, it is broken into slices, each containing no more than 100 Agents.
|
Available Agents table |
Lists all the Agents that you have permission to modify. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents. |
User Name column |
User Name of the Agent. |
Current Level column |
Current Skill Level (if any). |
Select All button |
Click to select all Agents in the Available Agents table. |
Deselect All button |
Click to deselect all Agents in the Available Agents table. |
Center Section |
|
Add arrow (move right) |
Click to add the selected Agent(s) to the Assign Skill to Agents table. |
Remove arrow (move left) |
Click to remove the selected Agent(s) from the Assign Skill to Agents table. |
Assign Skill to Agents Section |
|
Level box |
Specify the Level at which the Skill will be assigned to the Agents. |
Assign Skill to Agents table |
Lists the Agents who will be assigned the selected Skill/Level. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents. |
User Name column |
User Name of the Agent. |
Current Level column |
Current Skill Level (if any). |
Select All button |
Click to select all Agents in the Assign Skill To Agents table. |
Deselect All button |
Click to deselect all Agents in the Assign Skill To Agents table. |
Window Buttons |
|
OK |
Click to assign the Skill/Level to the selected Agents and close the window. |
Cancel |
Click to close the window without assigning a Skill/Level to any Agents. |
Select the appropriate Skill on the list pane.
Click the list pane Actions button and select Selected > Remove From Agents.
In the Assign Skill/Level To Agents window:
Add the appropriate Agents to the Remove Skill From Agents table.
Click OK.
Use the Remove Skill/Level window to remove a selected Skill from one or more Agents.
Available Agents Section |
|
Find button |
Click to display the Find window, which enables you to locate a specific entry, based on User Name, First Name, and Last Name. See Finding Objects. |
Filter button |
Click to display the Filter window, which enables you to filter the list, based on Skill Level. See Sorting and Filtering Object Lists. |
Show All button |
Click to remove all filtering from the Available Agents table. |
Slice controls |
Enable you to navigate between the slices. If the list contains more than 100 Agents, it is broken into slices, each containing no more than 100 Agents. The following controls :
|
Available Agents table |
Lists all the Agents that you have permission to modify. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents. |
User Name column |
User Name of the Agent. |
Current Level column |
Current Skill Level (if any). |
Select All button |
Click to select all Agents in the Available Agents table. |
Deselect All button |
Click to deselect all Agents in the Available Agents table. |
Center Section |
|
Add arrow (move right) |
Click to add the selected Agent(s) to the Remove Skill From Agents table. |
Remove arrow (move left) |
Click to remove the selected Agent(s) from the Remove Skill From Agents table. |
Remove Skill From Agents Section |
|
Remove Skill From Agents table |
Lists the Agents from which the selected Skill will be removed. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents. |
User Name column |
User Name of the Agent. |
Current Level column |
Current Skill Level (if any). |
Select All button |
Click to select all Agents in the Remove Skill From Agents table. |
Deselect All button |
Click to deselect all Agents in the Remove Skill From Agents table. |
Remove button |
Click to remove selected Agents from the Remove Skill From Agents table. |
Window Buttons |
|
OK |
Click to remove the Skill from the selected Agents and close the window. |
Cancel |
Click to close the window without removing the Skill from any Agents. |