Chapter 5 Setting up skillsets 57

Unassiging an agent from a skillset

When you unassign an agent from a skillset, the agent is removed from the skillset but is not deleted from Call Center.

Before you unassign an agent from a skillset, you must disable the skillset. See “Disabling a skillset” on page 59.

If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 40. If you want to log an agent off, refer to “Forcing an agent off” on page 41.

To unassign an agent from a skillset

1Start CallPilot Manager.

2Click the Call Center heading.

3Click the Skillset List link. The Skillset List page appears.

4Click the Agents link for the skillset you want to unassign an agent from. The Assigned Agents page appears.

5Click the Unassign link for the agent you want to remove.

A message appears that asks you to confirm your request to unassign the agent.

Note: If the agent you are unassigning is logged on, a message appears that says the agent is logged on and asks you to force the agent off or ask them to log off.

To unassign the agent, click the OK button.

6Click the OK button.

The agent is removed from the Assigned Agents page.

7Click the Close button to return to the Skillset List page.

Viewing agents in a skillset

1Start CallPilot Manager.

2Click the Call Center heading.

3Click the Skillset List link. The Skillset List page appears.

4Click the Agents link for the skillset you want to view.

The agents who are assigned to the skillset appear on the Assigned Agents page.

5Click the Close button to return to the Skillset List page.

Note: For information about monitoring agents and skillsets, refer to “Monitoring Call Center call activity” on page 179.

Nortel Networks Call Center Set Up and Operation Guide

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Nortel Networks P0605665 03 manual Unassiging an agent from a skillset, Viewing agents in a skillset