
Agent administration
Accessing the Multi-Agent Skill Change dialog box
The
Note:
If a change is requested for an agent or agents who are active on calls or unavailable, that is, agents who are on
To access the
1.From the CMS Supervisor Controller, click Commands.
2.Click Agent Administration.
3.Enter or select the name of the ACD.
4.Click
5.Select OK.
The Multi-Agent Skill Change dialog box opens.
Adding agents to a skill
Agents are added to a skill by using the Add Agents to Skill dialog box. This box is accessed from the
Do not use this procedure to add multiple agents to a skill if those agents have a call handling preference of Percent Allocation. Doing so removes the administered percentages.
To add agents to a skill using the Add Agents to Skill dialog box.
1.On the Skills menu, click Skill List. The Skill List dialog box opens.
2.Click the skill that contains the agents you want to assign to another skill.
3.Click the names of the agents you want to assign to another skill.
4.Click Agents, then click Add Agents to Skill. The Add Agents To Skill dialog box opens.
Avaya Business Advocate User Guide | February 2006 129 |