Updating agent login ID skills

Last Updated : Mar 13, 2025 |

Procedure

  1. From Admin Portal, go to Resources > Agent Login ID.

    Admin Portal displays the list of agent login IDs.

  2. Optional From the Server list, select the required Communication Manager to filter the list.
  3. Find the agent login ID to update and click the Edit icon.
  4. From the Action list, select Agent Skills.
  5. In the Sr.No field, enter the serial number.
  6. In the Skill Num field, enter a skill number for the agent.
  7. In the Skill Level field, enter a number between 1 and 16 to specify a skill level for every skill you assign to the agent.

    1 is the highest skill level, and 16 is the lowest.

  8. From the Reserve Level list, select the following:

    • None: Indicates no reserve or interruptible level.

    • 1 or 2: Indicates the Expected Wait Time (EWT) threshold levels.

    • a(uto-in-interrupt): To change to Auto-In when the notification time expires.

    • m(anual-in-interrupt): To change to Manual-In when the notification time expires.

    • n(otify-in-interrupt): To provide notification only

  9. Optional To add more skills, click the Add icon and enter the required details.
  10. Optional To remove an existing skill, click the Cancel icon.
  11. Click Submit.