Jump to: navigation, search

Agent Activities

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:

WM 851 agent activities plus.png  Add Activity Click to add an activity for the selected agent.
WM 851 agent activities minus.png  Delete Activity Click to delete an activity for the selected agent.
WM 851 icon-save.png  Save Now Click to save any changes.
WM 851 icon-help.png  Help Click to view a Help topic about the Properties pane.

Activities Pane

This pane displays a list of activities that are assigned to an agent and contains detailed information in two sections (Activities and Agent's Skills) about the activities in the following columns:

Activities Section

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:
  • Primary—Works as if the agent became eligible for an activity, based on his/her primary skills.
  • Secondary—Works as if the agent became eligible for an activity, based on his/her secondary skills.
  • Disabled—Specifies explicitly that the agent cannot work on this particular activity, even if his/her skills allows it.
  • Auto—Cancels any previous explicit assignment and returns to determining the activity eligibility, based on the agent's skills.
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.
Important
You 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 WM 851 agent activities plus.png 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:

  1. Double-click the Effective Date field to change the date or keep the current date (default).
  2. In the Status drop-down list, select Primary, Secondary, Auto, or Disabled.
  3. In the Activities to be Assigned to Agents list, click an activity to assign to highlight it.
  4. Click Assign Activity WM 851 agent activities assign.png . The activity displays in the Activities pane.
  5. Click X to close the assignment pane.

Deleting an Activity

To delete an activity:

  1. Click once to select an activity.
  2. Click Delete Activity WM 851 agent activities minus.png .
  3. 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.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 10 August 2017, at 06:45.