Skills per Agent

Introduction

SkillPerAgent is the link between Agents and Skills. Hunting an Agent will be impossible if the needed Skill is not linked to an Agent.

A single Skill can be linked to multiple Agents and an Agent can have multiple Skills. Each Skill of an Agent can be scored from 1% (very little knowledge) to 100% (much knowledge).

 

Training Video

 

Explanation per field

In order to manage SkillsPerAgent, the following screen should be filled in:

Item

Description

Skill

A Skill can be selected from the dropdown menu.

Score

This field contains the score of the selected Agent on the selected Skill (ranging from 0 till 100).

Agent

This field represents the SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address of the Agent.

Note Make sure there are no spaces behind the SIP address and the SIP address consists of small caps only)

 

SkillPerAgent Scenario’s

Below the possible scenarios for SkillsPerAgent are presented.

 

SkillPerAgent Create/Edit/Remove

Skills per Agent can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.