Webitel: Documentation
Webitel: Documentation
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Skills (Agents/Supervisor)

1. Description

It is designed to customize the Agent's Skills.

It consists of the following elements:

  1. Top bar (Fig. 1.(1));

  2. Registry (Fig. 1.(2));

  3. Pagination (Fig. 1.(3)).

Skills (Agents - Supervisor).png
Fig. 1. Skills tab 

1.1. Top bar

The top bar contains the agent’s key indicators and control tools. For a detailed description of its elements and logic, refer to the dedicated documentation.

1.2. Registry

It is designed to display records with call data.

It consists of the following elements:

  1. Select visible columns (Fig. 2.(1));

  2. Adding tool (Fig. 2.(2));

  3. Refresh button (Fig. 2.(3));

  4. Registry (Fig. 2.(4)).

Registry - Skills (Supervisor).png
Fig. 2. Registry

1.2.1. Select visible columns 

It is designed to select the columns displayed in the registry.

The Select visible columns modal window opens (Fig. 3) when you click the image-20241231-114119.png button.

Select visible columns. Skills (Agents - Supervisor).png
Fig. 3. Select visible columns modal window

  • Select the checkbox — this column is displayed in the registry;

  • Clear the checkbox — this column is not displayed in the registry.

1.2.2. Adding tool

To add a Skill, you must click the add button - image2024-4-15_22-1-18.png . The Skill modal window opens (Fig. 4) after clicking the add button. It consists of the Skill and Capacity fields and the Add and Close buttons.

Skill modal window - Supervisor.png
Fig. 4. Skill modal window

More information about Skills can be found here.

1.2.3. Refresh button

Updating the register table is performed by clicking on the refresh button - image-20241220-111256.png .

1.2.4. Registry

It is a record of the Agent's existing Skills.

The following columns are available in the registry:

  1. Skills;

  2. Capacity;

  3. State;

  4. Editing tool;

  5. Removal tool.

1.2.4.1. Skills

Skill names are displayed here. How to create a new Skill can be found here.

1.2.4.2. Capacity

This shows the level of proficiency in this skill. You can set it from 0 to 100. The larger the number, the higher the level of ability.

1.2.4.3. State

You can enable/disable the Skill by using the switch in this column. The enabled Skills determine the Queues in which the Agent will work.

1.2.4.4. Editing tool

The Add Skill modal window opens (Fig. 11) after clicking the Снимок экрана 2024-04-12 110922.png  button. You can change the data in it.

1.2.4.5. Removal tool

It is used to remove a Skill. After clicking the delete Снимок экрана 2024-03-19 160049.png button, the Skill is deleted.

1.3. 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

Goal

Add a Skill

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Agents section in the Supervisor application;

  3. The presence of at least one Agent.

  4. The presence of at least one Skill.

Steps

  1. Click the Снимок экрана 2024-03-19 160728.png  button. The Add skill modal window opens.

  2. Click on the Skill field. A drop-down list of existing Skills opens.

  3. Select the required Skill. The drop-down list is closed.

  4. Enter a number that represents the skill level in the Capacity field.

  5. Click the Add button.

Result

Data saved. Skill added

2.2. Delete a Skill

Goal

Delete a Skill

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Agents section in the Supervisor application;

  3. The presence of at least one Agent.

  4. The presence of at least one Skill of the Agent.

Steps

  1. Find the Skill you want to delete in the registry;

  2. Click on the delete button - Снимок экрана 2024-03-19 160049.png .

Result

The modal window closes. Skill removed.

2.3. Edit a Skill

Goal

Edit a Skill

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Agents section in the Supervisor application;

  3. The presence of at least one Skill.

Steps

  1. Find the Skill you want to edit in the registry.

  2. Click on the edit button in the entry of this Skill. The Skill modal window opens.

  3. Make changes.

  4. Click the Add button.

Result

The modal window closes. Data saved.

2.5. Enable/disable Skill

Goal

Enable a Skill

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Agents section in the Supervisor application;

  3. The presence of at least one Skill.

Steps

  1. Find the Skill you want to enable in the registry.

  2. Move the switch in the State column to the active position.

Result

The Skill is enabled