You can modify the skills for multiple agents at a time. Use the Multi-Agent Skill Change window to view current skill assignments or to change a skill for as many as 32 agents. You can also use this window to specify the skill levels and type of skills.
From the Controller window, select CommandsAgent Administration.
STEP RESULT:
CMS Supervisor displays the Agent Administration window.
In the ACD field, select the ACD for which you want to change agent skills.
In the Operations list, highlight Multi-Agent Skill Change and click OK.
STEP RESULT:
CMS Supervisor displays the Multi-Agent Skill Change window.
Use one of the following methods to choose a skill:
Double-click the skill name or number.
Highlight a skill and press the Enter key.
ADDITIONAL INFORMATION:
Supervisor displays a second window that shows the agents assigned to this skill who are currently logged in.
To view or change the current skills of an agent in the skill window, double-click the agent name.
To move agents from the current skill to another skill, perform one of the following actions:
To move a single agent, use your mouse to drag-and-drop an agent to a new skill in the Skill List window.
To move multiple agents to a new skill, hold down the Ctrl key and click on multiple agents to select them. You can select a range of agents by clicking the agent at the beginning of the range, holding down the Shift key, and then clicking the agent at the bottom of the range.
Note that holding down the Ctrl key while dragging and dropping agents will add, not move, the agent or agents to the new skill.
In the Move Agents Between Skills window, perform one of the following actions to finish moving agents from skill to skill:
Select the Level option and enter a skill-level value for each agent that you moved to this new skill.
To keep the current skill level of the agent, select the Preserve Original Levels option. This action deactivates the Level option.
Select the interrupt type for the new skill for the selected agents.
ADDITIONAL INFORMATION:
If the agent is being added to a new skill, not moved, the From skill information is blank and the Preserve Original Levels option is unavailable.
Click OK.
STEP RESULT:
If one or more agent moves fail, CMS Supervisor displays a status window showing the reasons for failure. Otherwise, the status window notifies you that the change is pending.
