Manage a Skill
Using the Skillstool you can manage existing skills to do the following:
- Edit/change skill information
- Assign or un-assign agents for a skill
Accessing the Manage Skill Interface
Locate the skill you need to manage and access the Manage Skill interface by doing the following:
- Click the Actions button.
- Select Manage to access.
Using the Manage Skill Interface
Skill Information – View the skill information and change the name or description.
- Name – Name of the skill. Replace the text in this field to change the name of the skill.
- Type – Displays the skill's type. This cannot be changed.
- Description – Provides a description of the skill. Change or add the description for the skill by entering text in this field. (Optional.)
Managing Agent Assignments Using the Assignment List Panes
Click to expand the sections below to see additional details.
Available Agents
Displays all agents available for assignment to the skill and allows you to assign agents.
- Available Agents List – List of selectable agents available for assignment.
- Selected/Available Agents Count – Displays the total number of agents selected out of the total number of agents available for assignment to the skill.
- Search Icon – Clicking this icon displays the Search field. Enter text in this field and click the Magnifying Glass icon to search for a specific agent or agents that are available for assignment to the skill.
- Selection Indicators – When a list item is selected, this circle displays a check mark.
- Select All – Clicking this button selects all available agents.
- Assign Agents – Button used to assign the selected agent(s). Clicking this button moves the selected agent(s) over to the Assigned Agents section.
Assigned Agents
Displays all agents currently assigned to the skill and allows you to remove them.
- Assigned Agents List – List of selectable agents currently assigned to the skill.
- Selected/Assigned Agents Count – Displays the total number of agents selected out of the total number of agents assigned to the skill.
- Search Icon – Clicking this icon displays the Search field. Enter text in this field and click the Magnifying Glass icon to search for a specific agent or agents that are assigned to the skill.
- Selection Indicators – When a list item is selected, this circle displays a check mark.
- Select All – Clicking this button selects all assigned agents.
- Remove Agents – Button used to remove the selected agent(s). Clicking this button moves the selected agent(s) over to the Available Agents section.
Saving Changes
Save any changes by clicking Save, or click Cancel to cancel the operation.
NOTE:
If canceling the operation, a Confirm Navigation panel displays. Click Leave Page to confirm canceling. To close the panel and return to the previous task, click Stay on Page.
