Account Settings> Mass Agent Skill Assignment
(Administrator access and Supervisors with permission to Edit Agents)
This feature allows for easier management of assigning and changing skills to appropriate agents and teams. This is especially helpful in a call center environment where there are multiple skills with a large number of agents and/or teams.
1. Begin by navigating to Account Settings> Mass Agent Skill Assignment
When first entering the Mass Agent Skill Assignment screen, the Administrator will see the following:
2. Select the appropriate check boxes for the skills and teams from the drop down lists. In addition, you can choose to view only Primary Agents or In Rotation Agents.
3. Select the Get Data button, to pull up the user list with skill setting:
4. Make changes as necessary. All selected Agents will be listed vertically in the grid view and all selected skills will display as column headers across the top of the grid. The Administrator can then Skill/Unskill the appropriate skills for the selected agents.
5. To save the changes made, click on the Save Skills button at the bottom of the screen.