Administering Business Advocate through CMS Supervisor
124 Avaya Business Advocate User Guide February 2006
Using the Change Agent Skills dialog box
The Change Agents Skills dialog box can be used to perform the following tasks for existing
agent login IDs:
●Review agent skills
●Add skills per agent
●Delete skills per agent
●Administer call handling preferences
●Assign reserve agents
Accessing the Change Agent Skills dialog box
To access the Change Agent Skills dialog box:
1. Click Commands on the CMS Supervisor Controller.
2. Click Agent Administration.
3. Select the Automatic Call Distribution (ACD) by entering the ACD in the text box or selecting
an ACD from the drop-down history list.
4. Click Change Agent Skills on the Operations tab.
Note:
Note: You can also access the Change Agent Skills dialog box from the Multi-Agent
Skill Change dialog box.
5. Click OK.
The system displays the Select Agent/Template dialog box.
6. Enter or select an agent or agent template.
7. Click OK.
The system displays the Change Agent Skills dialog box.
Working with agent skills
This section includes the following topics:
●Reviewing agent skills on page 125
●Adding skills per agent on page 125
●Deleting skills per agent on page 125