Configuring Agent To Skillset Assignments - Nortel Express User Manual

Configuring skillsets

Configuring agent to skillset assignments

Introduction
Follow the procedure in this section to do the following:
Add agents to skillsets.
!
Remove agents from skillsets.
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Change an agent's priority for a skillset.
!
To add or change agent to skillset assignments
1 In the Administration window, from the User Administration drop-down
menu, choose Agent/Skillset Assignment.
Result: The Agent/Skillset Assignment window appears. The window
shows the skillsets to which each agent is assigned, and the agent's priority
for that skillset.
2 Click in the intersecting point for the Agent/Skillset Assignment priority
level.
3 Enter a priority from 1 to 4, where 1 is the highest priority.
Note: The default value is 0, which means that the agent is not assigned to
the skillset.
90
Standard 2.0
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