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Task: administering call center agents CentreVu CMS Administration
Changing agent skills and extension split assignments 6-9
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Changing agent skills and extension split assignments
Prerequisites
Note that:
• If you have DEFINITY ECS with EAS, you see the window
shown here.
• If you have DEFINITY G3V3 or G3V4 with EAS, you see a
different window from the one shown here.
Steps
To change agent skills:
................................................................................................................................
...........................................
1 From the controller window, select Commands | Agent Administration
or select Agent Administration on the toolbar.
The Agent Administration selector window opens.
................................................................................................................................
...........................................
2 In the ACD field, select the ACD for which you want to change agent
skills.
................................................................................................................................
...........................................
3 Select Operations | Change Agent Skills and select OK.
The Select Agent/Template window opens.
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...........................................
4 On the Select Agent | Template window, type the agent login ID or name
of the agent or template whose skills you want to view or change, or
select the login ID or name from the drop-down list, or click the Browse
button. Select OK.
- CentreVu 1
- CMS Administration 1
- Contents 3
- CentreVu® 5
- Reason for reissue 7
- Conventions used 9
- Typography 10
- How to order this 11
- 1 Task: startup and exit 13
- Adding new servers 1-8 20
- Task reference: general 25
- Task reference: general 1-14 26
- Task reference: switches 30
- Task reference: terminals 31
- Task reference: printers 32
- If you have a problem 34
- Provide information 34
- Default toolbar buttons 42
- Status bar messages 43
- Using the selector windows 46
- Actions menu items 49
- Select this... To do this 49
- Rules for input fields: 50
- Name (synonym) 50
- Field description 50
- Using the input windows 2-15 51
- in the Last input field 53
- Changing agent string values 72
- Field Field contents 93
- ND OF STEPS 100
- Reference 101
- Overview 112
- Running Dictionary reports 121
- Setting up a report page 128
- Task reference 131
- Printing options 132
- Using Save as Script 134
- Error and warning messages 136
- Message Reason Response 136
- Using Save as Script 5-5 137
- Scripting windows and actions 144
- Task reference 5-16 148
- Starting an agent trace 151
- Starting an agent trace 6-4 152
- Starting an agent trace 6-5 153
- Listing agents traced 155
- Prerequisites 157
- DEFINITY 168
- Permissions 198
- Administering VDN exceptions 216
- GLVFRQQHFWYHFWRU command 219
- EXV\command are not 219
- URXWHWR step that routes 225
- 585-215-822 249
- CentreVu Report 249
- Task reference: reports 252
- Assigning user data 255
- Assigning user data 9-6 258
- Reports and timetables 259
- Scripting 259
- Rules for login ID characters 259
- Assigning user data 9-8 260
- Setting up a pseudo-ACD 288
- Loading pseudo-ACD data 292
- Loading pseudo-ACD data 10-13 293
- Loading pseudo-ACD data 10-16 296
- Allocating storage space 305
- Understand implications 310
- VZVHWXS check the 312
- Setting storage intervals 316
- Viewing switch setup data 322
- Viewing ACD status 327
- Viewing ACD status 11-4 328
- Viewing archiving status 331
- Running a maintenance backup 337
- TXLHVFHQW 346
- RXWRIRUGHU 346
- RSHUDWLRQDO 346
- ZDLWLQJVHVVLRQDFFHSW 346
- Administering a printer 347
- Running a restore 350
- Running a restore 11-27 351
- Running a restore 11-29 353
- Forecast manager 357
- Status window open 357
- Reference: full backup 360
- Set up a schedule 362
- Reference: complex backup 363
- Reference: recovery kit 365
- Reference: recovery kit 11-42 366
- Copying a timetable 391
- Adding tasks to a timetable 395
- Copying timetable tasks 398
- Return 400
- \ to delete the tasks 400
- Q not to delete the tasks 400
- Editing a timetable globally 402
- Changing timetable tasks 405
- Creating a shortcut 410
- Copying a shortcut 413
- Editing a shortcut 416
- Adding tasks to a shortcut 417
- Copying shortcut tasks 419
- Changing shortcut tasks 422
- Task Reference 424
- Printing a timetable 425
- Assigning a task 426
- Using Stop 426
- Timetables and permissions 426
- Shortcuts and permissions 428
- Assigning tasks 428
- Glossary 429
- B back up 433
- C calculation 433
- F FBUSY 438
- H historical database 439
- M maintenance 441
- N name (synonym) fields 443
- O only me report 443
- P phantom abandon call timer 443
- R read permission 444
- S screen-labeled key (SLK) 445
- T time format 446
- W weekly data 448
- Numerics 449
- (continued) 451
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