by Jon Lacher
10. October 2011 09:18
This blog covers the new agent mass editing function that has been added to the ACD Agent Module version 3.0. This feature allows a supervisor to add, modify, or delete a skill for any users that they select. To do this you would first select Edit Agent Names and Skills under the AGENT tab in the ACD Agent Module.
Next you will want to click on any agent and then the View Skills tab. This will open the right-hand pane of this screen which has the Mass Edit option in it.
After you have done this a second window will pop-up next to the Edit Agent Information. In this window you will see the Mass Edit Skills tab in the top right. Click on this tab and the Mass Edit Form window will pop-up.
From this window you can choose three different tabs.
The first tab is the Activity Items tab, which allows you to Add, Modify, or Delete an activity item from skill groups and/or skill sets.
The second tab is the Agent Skills tab, which allows you to Add, Modify, or Delete Skill sets for agents. This can be done by agent names, or skillset criteria; as well as by skill level and under a particular role such as agent or supervisor. Edit by Agent Name:
Edit By Skillset Criteria:
The third tab is the Position Statuses tab, which allows you to Add, Modify, or Delete position statuses from skill groups and/or skill sets.
There are instructions that can be seen on the right side of the panel. These instructions will tell you how these changes will be made on the server side as well as one the agent side. However, the changes for you as a user cannot be made from your computer. For you to edit your own information you must go to the Edit tab and then to the Edit Agent Names and Skills.
Subscribe