Changing an Agent's Group Skill Level

The following describes how to change an Agent's skill level for one or more group memberships.

If you haven't already added the Agent to the intended groups, you can learn how to do so here.

  1. Access the Agents list for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Agents hyperlink.
  1. Locate the intended Agent and click their Details hyperlink. This displays the Details tab for that Agent.
  1. Scroll down to the Agent’s Group Membership panel.
  1. Tick the check box of all groups for which the Agent has the intended skill level.

    Because you will be applying a single value each time you do this, if you need to apply different values to individual groups you will need to repeat steps 4-6 for each value.

  2. Use the Update Ticked field to provide a new percentage skill value for the selected groups.
  3. Click Update Skill to apply your changes.