Engagement Skills
Use this page to create agent attributes
An agent skill or characteristic. A category used for routing or reporting purposes. Examples of agent attributes include language, location, and expertise..
Note: Agent attributes display on the Agent Skills tab of the Edit User page.
Creating Agent Attributes
From the Engagement Skills page, enter an attribute name and an attribute value. Click Save.
Exclusive Agent Attributes
Creating and applying exclusive agent attributes An attribute is "exclusive" when all agent accounts have either zero or one value of the attribute. "Location" is an example of an exclusive attribute..
To give an attribute exclusive status, check the Exclusive box in the table on the Engagement Skills page.
If agent accounts exist with more than one value assigned to the attribute you are making exclusive, a popup will display a list of those accounts.
If you see this error, you must modify the agent accounts in the list so that each account has only one value of the exclusive attribute. Once this is done, you can successfully check the Exclusive box and then click Save.
Required Agent Attributes
Creating and applying required agent attributes An attribute is "required" when all agent user accounts must have at least one value of the attribute. "Language" is an example of a required attribute..
To give an attribute required status, check the Required box in the table on the Engagement Skills page.
If the attribute has not yet been applied to all agent accounts, a pop-up will display a list of agent user accounts that are missing the attribute. Once you apply the attribute to all of the Agent accounts on the list, you can successfully check the Required box and click Save.
Routing and Transfers
Enabling agent attributes An agent skill or characteristic. A category used for routing or reporting purposes. Examples of agent attributes include language, location, and expertise. for routing The act of directing a chat session to a particular agent or agent group. and transfers.
Select the attribute you want to enable from the Skills List table.
- For routing, check the Use for Routing box. This makes the selected attribute (and all of its values) available for routing.
- For transfers, check the Enable Transfers ALL box. This makes the selected attribute (and all of its values) available for transfers. To disable an attribute value, clear the checkbox.
Note: The Active box is checked when the attribute is assigned to one or more user accounts. You cannot clear the Active check box as long as the attribute is in use.
Managing Attributes from the Engagement Skills Page
Associating attributes with a user account using the Engagement Skills page.
- In the Skills List locate the attribute you want to assign.
- In the Agents Current Skills List click the arrow next to the user profile that will receive the attribute.
- Drag and drop the attribute from the Skills List to the user profile row.
The attributes and their values will now display along with the user profile.
Removing attributes from a user account using the Engagement Skills page.
- In the Agents Current Skills List click the arrow next to the user profile.
- Click Remove next to the attribute value you want to remove from the user profile.
The attribute is no longer associated with the user profile.
Managing Attributes from the Edit User Page
Associating attributes with a user account using the Edit User page.
Navigate to the Edit User page. Administration > Sites & Users > User Management > Edit. Select the Agent Configuration tab.
Removing attributes from a user account using the Edit User page.
Navigate to the Edit User page. Administration > Sites & Users > User Management > Edit. Select the Agent Configuration tab.
