Agents (Agent Skills)

1. Description

The page is designed to add this Skill to Agents.

It consists of the following elements:

1. Search field (Fig. 1.(1));

2. State for all (Fig. 1.(2));

3. Add tool (Fig. 1.(3));

4. Refresh button (Fig. 1.(4));

5. Registry (Fig. 1.(5));

6. Pagination (Fig. 1.(6)).

1.1. Search field

The search is performed on the Name column.

It consists of an input field and a close button ( ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.

1.2. State for all

Allows you to enable or disable all skills displayed in the registry simultaneously.

When the switch is enabled or disabled, a confirmation modal window opens (Fig. 2). The window displays the number of records to which the change will be applied.

After clicking the “Yes” button, the corresponding skills switch to the selected state.

1.3. Add tool

Сlick the add button to add this Skill to Agents. After clicking the add button, the Assign skill to agents modal window opens (Fig. 3).

1.3.1. Assign skill to agents modal window

The Assign skill to agents modal window consists of the following elements:

1. Filter block;

2. Register;

3. Close button;

4. Next button.

1.3.1.1. Filter block

The block of filters is used for faster search of the necessary Agents.

It consists of the following elements:

1. Search field;

2. Team field;

3. Skill field;

4. Reset filters button.

1.3.1.1.1. Search field

The search is performed on the Name column.

Use the * symbol to search by part of a word. You can also use the * character to replace any number of characters.

1.3.1.1.2. Team 

A Team drop-down list to filter Agents that belong to a specific Team.

1.3.1.1.3. Skill

Skills drop-down list to filter Agents by these skills.

1.3.1.1.4. Reset filters button

Represented as a button  , all previously selected filters are reset when clicked.

1.3.1.2. Register 

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

1. Checkbox;

2. Name;

3. Team.

1.3.1.2.1. Checkbox

Used to select one or more Agents to whom the Skill chosen will be assigned.

1.3.1.2.2. Name

The name of the Agent is displayed here.

1.3.1.2.3. Team

The name of the Team to which the Agent belongs is displayed here.

1.3.1.3. Close

Clicking the Close button closes the modal window. The Skill is not assigned.

1.3.1.4. Next

The Next button opens the Select capacity and state modal window (Fig. 4).

1.3.2. Select capacity and state modal window 

The Select capacity and state modal window consists of the following elements:

1. Capacity;

2. State;

3. Add button;

4. Back button.

1.3.2.1. Capacity

Here enters the level of mastery of this Skill. It can be set from 0 to 100. The higher the number, the higher the Skill level.

1.3.2.2. State

Use the switch to turn a Skill on/off. The enabled Skills determine the Queues in which the Agent will work.

1.3.2.3. Add

Clicking the Add button adds the selected Skill to the selected Agents.

1.3.2.4. Back

Clicking on the Back button returns the Assign skill to agents modal window (Fig. 3).

1.4. Refresh button

Updating the register table is performed by clicking on the refresh button - .

(Fig. 1.(4)).

1.5. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

1. Checkbox;

2. Name;

3. Team;

4. Capacity;

5. State;

6. Removal tool.

1.5.1. Checkbox

After selecting one or more entries with the checkbox, additional tools are displayed between the Status for All switch and the Add tool, namely:

1. Change agent`s skill;

2. Removal tool.

1.5.1.1. Change agent`s skill

When you click the button, the Change agent`s skill modal window opens (Fig. 5).

Clicking on the Change skill to field opens a dropdown list of Skills with which you can replace the Skill.

This option lets you remove a given Skill and simultaneously add another Skill to multiple Agents.

The State switch is responsible for the state of the Skill to which the change will be made.

1.5.1.2. Removal tool

Information about the number of records selected for deletion appears when you hover over this tool. 

A modal confirmation window appears after clicking the button. Clicking the Delete button - deletes the object and the entry. Clicking the Cancel button closes the modal window, and the object is not deleted.

1.5.2 Name

The names of Agents are displayed here.

1.5.3. Team

The name of the Team to which the Agent belongs is displayed here.

1.5.4. Capacity

Here, you can set the level of proficiency in this Skill.

1.5.5. State

Use the switch to turn the Skill on/off. The enabled Skills determine the Queues in which the Agent will work.

1.5.6. Removal tool

It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.

Fig. 7. Modal confirmation window

1.6. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Add a Skill to Agents

2.2 Remove a Skill from an Agent

2.3 Remove a Skill from several Agents

2.4. Enable Agent Skill

2.5. Enable Skills for all Agents

2.6 Change the Skill