Using the Skill to Agent Tool

The Skill to Agent tool primarily places focus on assigning or un-assigning skills to a select agent. This feature is best suited for situations where an agent may quickly need skills assigned or un-assigned, depending on the contact center's specific needs. This topic covers how to use Skill to Agent.

Accessing Skill to Agent

To access the Skill to Agent page:

  1. Select Skills from the Webex CCE Administration Portal navigation menu. The menu expands to reveal additional tools.
  2. Click Skill to Agent to access the Skill to Agent tool.

The Skill to Agent page opens.

Understanding the Skill to Agent Interface

The Skill to Agent page consists of the following three panes:

  • Agents Pane – Displays a list of available selectable agents.
  • Assigned Skills Pane – Lists all skills currently assigned to the selected agent.
  • Available Skills Pane – Lists all skills currently available for assigning to the selected agent.
NOTE:

To learn more about using the Skill to Agent assignment panes, see Assignment Panes Interface.

 

Assigning Skills to an Agent

To assign skills to an agent:

NOTE:

A maximum of 50 skills can be assigned to each agent.

  1. Locate and select the agent needing skills assigned from the Agents Pane.

  1. Place a check next to each skill to assign to the agent in the Available Skills Pane.
  2. Click the Assign button to move selected skills to the Assigned Skills Pane.

 

The selected skills now display at the top of the Assigned Skills Pane. The green highlighting indicates any skills recently assigned, but not yet saved.

Are newly assigned skills not showing on the list?

Newly assigned skills automatically display at the top of the Assigned Skills Pane on page 1. If there is more than one page of assigned skills, use the paging controls directly above the list to return the first page. For assistance with using paging controls, see Assignment Panes Interface.

  1. Click the Save button to save the newly assigned skills, or click the Cancel button to cancel the operation.

Un-Assigning Skills from an Agent

To un-assign skills from an agent:

  1. Locate and select the agent needing skills un-assigned from the Agents Pane.

  1. Place a check next to each skill to select them in the Assigned Skills Pane. To quickly select all assigned skills for removal, click the Select All checkbox.
  2. Click the Un-assign button to move selected skills to the Available Skills Pane.

The selected skills now display at the top of the Available Skills Pane. The red highlighting indicates any skills recently un-assigned, but not yet saved.

Are newly un-assigned skills not showing on the list?

Newly un-assigned skills automatically display at the top of the Available Skills Pane on page 1. If there is more than one page of available skills, use the paging controls directly above the list to return the first page. For assistance with using paging controls, see Assignment Panes Interface.

  1. Click the Save button to save the newly un-assigned skills, or click the Cancel button to cancel the operation.

See Also