Assign or Un-Assign Skills for an Agent from the Users 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 skills for an agent from the Users page.

Accessing Agent Skill Assignment

To access skill assignment from the Users page:

  1. Locate the agent needing skills assigned or un-assigned from the Users page.
Having trouble finding a specific agent user?
  • To distinguish between an agent and non-agent user on the Users page, look under the Agent ID column for each user. Only agents have an agent ID assigned.
  • For assistance with using the search and filter features on the Users page to find a specific user, see Users Tool Features.
  1. Click the +/- Skills task icon located on the same row of the agent.

NOTE:

The +/- Skills task icon is only active for agents.

The Skill to Agent page opens.

Understanding the Skill to Agent Interface

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

  • Assignee Pane - Displays the name of the agent having skills assigned or un-assigned.
  • Assigned Skills Pane - Lists all skills currently assigned to the agent.
  • Available Skills Pane - Lists all skills currently available for assigning to the 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. Place a check next to each skill to assign to the user in the Available Skills Pane.
  2. Click the Assign button to move selected skill 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. 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