Assign or Un-Assign Agents for a Skill from the Skills Page

During times of high call volume or other needs, redistributing calls among agents may be necessary. This allows for additional agents to assist with specific call types outside of their normal skills. This topic covers how to assign or un-assign agents for a skill from the Skills page.

Accessing Skill Agent Assignment

To access the agent assignment from the Skills page:

1. Locate the skill needing agents assigned or un-assigned from the Skills page.

2. Click the +/- Agents task icon located on the same row of the skill.

The Agent to Skill page opens.

Understanding the Agent to Skill Interface

When assigning or un-assigning agents for a skill from the Skills page, the Agent to Skill page opens. The interface differs from the normal Agent to Skill page when accessed from the Portal navigation menu. In this interface, only the skill name from the Skills page displays in the Assignee Pane, as opposed to a list of selectable skills. It consists of the following three panes:

• Assignee Pane – Displays the name of the skill having agents assigned or un-assigned.
• Assigned Agents Pane – Lists all agents currently assigned to the skill.
• Available Agents Pane – Lists all agents currently available for assigning to the skill.

Assigning Agents to a Skill

To assign agents to a skill:

1. Place a check next to each agent to assign to the skill in the Available Agents Pane.
2. Click the Assign button to move selected agent(s) to the Assigned Agents Pane.

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

3. Click the Save button to save the newly assigned agents, or click the Cancel button to cancel the operation.

Un-Assigning Agents from a Skill

To un-assign agents from a skill:

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

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

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

See Also

• Assign or Un-Assign Skills for an Agent from the Users Page
• Using the Agent to Skill Tool
• Skills
• Add a New Skill or Attribute Schedule
• Clone a Schedule