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Skillset
In this section, the admin can manage the skillsets according to which the conversations are divided (by the system) and assigned to the Agents.
The screen provides a general overview of them, but the administrator can create new skillsets as well as modify those already in place.
Data frame, which covers the number of conversations viewed by the administrator
View/Edit: to view, edit or delete the information
The Search Bar
Download the Excell file (with all the information in the bracket)
For a more in depth analysis of what the admin can do in this section:
Data Frame
By clicking on the Bar the following "curtain" will be opened
from which you can select the number of visible Skillset to review, ranging from 10 to 100.
View/Edit
allow the admin to view, edit or delete the skillsets.
Click on view or Edit to see or modify a skill, you will see this the general description of the skillset (in details)
Details:
Save the changes (remember to press on save when you are done)
Insert the name of the Skillset
Add a description to the Skill
However, if you continue on to the User field, the admin will be able to have a clear understanding of the agents that have that particular skill in their profile.
The admin can delete or add a skill from and to an agent.
User
Delete
Click on
to go back to the previous feature or
to eliminate the user from the skill.
Add user to skill
Save the changes (remember to press on save when you are done)
The Bar, which covers the number of skillsets viewed by the administrator (see above the bar feature)
Delete the agent from the skillset
Add User to the skillset
Download the Excel file (with all the information in the bracket)
The Excel file Download
This feature allows the users to translate all the information related to the skillsets in an Excel file.
Click on the icon and you will see the following bracket on the top right end of your screen
Open the file and you will have all the information you need in Excel, easy to share to subjects/departments that do not use the WitiOp platform.
This is valid for all the previous sections