Lucent Technologies CentreVu CMS Administration User Manual page 166

Task: administering call center agents
Multi-agent skill change and moving extensions between splits
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4 To move agents from skill to skill, do one of the following (you can also
use these steps to add agents in one skill to another skill):
• Select one agent name/number, drag it to the new skill, and release
the mouse button. If you hold down the CTRL key while dragging
and dropping the agent name, the agent is added instead of moved
to the destination skill.
Hold down the CTRL key on your keyboard and select multiple
•
agent names (as many as 32) in one skill, then drag the agents to
the new skill and release the mouse button. If you hold down the
CTRL key while dragging and dropping the agent names, the
agents are added instead of moved to the destination skill.
Hold down the Shift key and select the first agent name and the
•
last agent name in a range to select those agents listed between the
two. Drag the agents (as many as 32) to the new skill and release
the mouse button. If you hold down the CTRL key while dragging
and dropping the agent names, the agents are added instead of
moved to the destination skill.
A confirmation window shows the agents you moved in the left-
hand field, with the agent's call-handling preference, reserve level
or skill level, service objective, and percent allocation for the skill
(on DEFINITY ECS with CentreVu Advocate.) The right-hand
field shows the from-to skill information.
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5
To continue moving agents from skill to skill, do one of the following:
• On DEFINITY ECS, type a skill-level value for each agent
moved/added to this new skill. On DEFINITY ECS R8 with
CentreVu Advocate, reserves one and two are also valid skill
levels.
• On the Move Agents Between Skills window, select Preserve
Original Level, to keep the agents' original skill levels. This
deactivates the Level field so you cannot type a skill level or
reserve level for the destination skill.
• On G3V4, select Primary or Secondary for the new skill.
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6
To complete the move, select OK or select Cancel to ignore your
changes.
CentreVu CMS Administration
6-18