Users do not have access to all splits/skills by default. Specify which splits/skills the user needs and then assign access permissions. You can only assign splits/skills for the current ACD.
Procedure
Navigate to Administration > User Permissions > Split/Skill Access.
From the Current ACD list, select the active ACD for which you want to manage split/skill access.
CMS Supervisor displays the existing split/skill and exception access permissions for the selected ACD.
Click Add Split/Skill Access to assign split/skill access to user.
In the User ID list, search for and select the user.
In the Splits/Skills field, enter split/skill names or IDs.
Use a semicolon to separate each entry. The entries are displayed in the Search Results area.
Click + to move the splits/skills you want to assign from the Search Results area to the Selected Split(s)/Skills(s) area.
Select one or more of the following check boxes to assign permissions for the specified splits/skills:
Read: The user can view information and reports for the specified splits/skills.
Write: The user can administer or manage the specified splits/skills. To assign Write access, you must select both Read and Write.
Exceptions: The user is notified when active split/skill exceptions occur. For general information about split/skill exceptions, see Split/skill exceptions.
