To view the selected agent's activities, select Activities at the top of the pane.
Use the controls in the top-right corner of this pane to complete the following tasks:
|Add Activity||Click to add an activity for the selected agent.|
|Delete Activity||Click to delete an activity for the selected agent.|
|Save Now||Click to save any changes.|
|Help||Click to view a Help topic about the Properties pane.|
|Name||The name of the activity that is assigned to the agent (sortable column).|
|Site||The name of the site at which the agent is configured; It might be a site, other than the one in which the agent currently appears, if the agent was moved to another site.|
|Status|| The agent's status, which determines the activities on which the agent is eligible to work. For example:
|Effective Date|| The start date on which the agent becomes eligible to work on the activity with the specified status. The explicit agent activity assignment does not have an end date. One assignment must be replaced by another one. This assignment has daily granularity and uses shift days, rather than calendar days.
ImportantYou cannot specify a time of day that the effective date for activities will begin.
|Skilled||Displays the agents eligibility to work on the assigned activity, based on the skill set. This value can be Primary, Secondary, or N/A (if the skill is disabled for agent or is absent altogether). This value is overridden by the value in the Status column.|
In the Activities pane, click Add Activity to open another pane, in which you can add an effective date for the Activity, set the status, and select the Activity to assign from a list of available Activities.
Agent's Skills Section
This section displays a list of the selected agent's current skills in three columns, as shown in the table below. To change the skill Status in this pane, click the drop-down list to select Disabled, Primary, or Secondary.
|Skill||The name of the selected agent's skill.|
|Level||The selected agent's skill level.|
|Status||The selected agent's current status.|
Adding an Activity
To add and activity to the selected agent:
- Double-click the Effective Date field to change the date or keep the current date (default).
- In the Status drop-down list, select Primary, Secondary, Auto, or Disabled.
- In the Activities to be Assigned to Agents list, click an activity to assign to highlight it.
- Click Assign Activity . The activity displays in the Activities pane.
- Click X to close the assignment pane.
Deleting an Activity
To delete an activity:
- Click once to select an activity.
- Click Delete Activity .
- When the Confirmation dialog opens, click Yes to proceed or No to cancel the deletion.
If you select Yes, you cannot undo the deletion of the activity.