An agent or a supervisor can add or remove the skill set assigned to the agent.
Before you begin
Ensure that the administrator has programmed the add-rem-sk button for your phone to change the agent’s skill set on one of the programmable feature keys or on the expansion module.
Log in to the phone as an agent or the supervisor by pressing the programmable feature key for login with your ID and password (if configured).
Press the Chng Skill feature key to add or remove a skill.
ADDITIONAL INFORMATION:
The phone screen displays the following message:
Remove 0# Add 1#
Do one of the following:
Choice Option
Choice Description
Add a new skill
Enter 1, and then press #.
The phone screen displays the following message:
Agent* skill* level#
Enter the agent ID, the skill set number to be added, and the level of the skill set for the agent ID.
When you add the skill for the agent, the phone screen displays the following message:
Skill change success
Remove an existing skill
Enter 0 and press #.
The phone screen displays the following message:
Agent* skill#
Enter the agent ID and the skill number you want to remove for the agent.
When the skill is removed, the phone screen displays the following message:
Skill change success
Important:
Changing an agent’s skill set takes one to two minutes to complete. The phone screen displays the updated skill set for the agent after one to two minutes.
Next steps
You can view the updated skill set for an agent on the logged in screen.
