Skills Features

The Skills page displays a list of all skills currently available. From this page, users can:

  • View all skills and descriptions
  • Filter and search for skills
  • Add new skills
  • Edit skills
  • Export skill data
  • Audit skills

Using the Skills Page Features

 

NOTES:

The default Cisco ICM skill groups are not displayed in Humanify Portal.

Actions Drop-down Menu – Provides users with options for the following actions:

  • Add New Skill – Creates a new skill.
  • Clear all filters – Clears all search fields and sorting options on the page.
  • Export Data – Export skill page data in CSV and PDF file formats. (For additional information about exporting data, see Export and View Grid Data.)
  • Columns – Show or hide skill page columns. (For additional information about showing or hiding columns, see Show or Hide Columns on a Grid.)
NOTES:

Platform Selection:

If your organization uses two or more platforms within Humanify Portal, a Platforms selection drop-down menu displays above the list of skills. The All option is selected by default and will display skills associated with all available platforms. Select a specific platform if you need to view only skills associated with that platform.

UWF Skill Type Selection:

If your organization uses Upstream Works for Finesse (UWF) the UWF Skill Type selection drop-down menu displays next to Platforms. Use this to have the Skills page only display UWF related skills, such as:

  • Chat
  • Email
  • SMS
  • Facebook

Selection Indicators – Allows for the selection of skills. The selection indicator located at the very top, in the column header, selects or deselects all listed skills. Selecting skills adds the option to export only selected data from the Actions Drop-down Menu.

Name Column – Displays the names for all available skills.

Description Column – Displays a description (if available) for each skill.

# of Agents Column – Displays the number of agents assigned to the skill.

Peripheral Id – Displays the peripheral ID # assigned to each skill.

UWF Skill Type – Displays the skill type for any UWF skills.

Service Level Threshold (in Secs) – Displays the number seconds defined for the skill's service level threshold.

Service Level Type – Displays the service level type selected for each skill.

Task Icons – Icons used to perform various tasks for managing skills. The task icons allow users to perform the following actions:

  • Edit Skill – Change the name and description for the skill.
  • +/- Agents – Assign or remove agents for the selected skill.
  • Audit Skill – View the detailed history of changes made to the selected skill.

Using Search and Filters on the Skills Page

To learn more about using search and filter features for the Skills tool, see .

Exporting Skills Page Data

To learn more about exporting skill data, see Export and View Grid Data.

See Also