A skillset assignment makes multiple agents active or inactive for multiple skillsets. When an assignment runs, the skillset priority of each agent you added to the assignment changes. You can use skillset assignments to help you cover periods when your contact center is short-staffed in certain skillsets, such as during lunch and coffee breaks, shifts, and vacations.
When you schedule an assignment, the system includes everything that is visible in the Assignment Details table in the assignment.
When you create a skillset assignment, you have three options:
• You can immediately assign the skillsets to the agents.
• You can create the skillset assignment, and save it for future use (instead of applying it immediately to an agent).
• You can create the skillset assignment and schedule it to take effect in the future.
Prerequisites
• Log on to CCMA. For more information, see Logging on to Contact Center Manager Administration (page 131).
• Open the Contact Center Management component.
• Ensure that you have access to the Skillset Assignment window. If you are not sure, contact the administrator.
• Create a skillset assignment. See Creating a skillset assignment (page 145).
• Ensure that you understand Reset Assignments. For information, see Reset assignments (page 116).
Procedure steps
Step Action
1 In Contact Center Management, on the menu, click View/Edit, Assignments.
2 In the left pane, click the server on which to assign agents to skillsets. The server expands to reveal the assignment folders.
3 Click the Agent Skillset Assignment folder.
4 In the Skillset Assignment window, click Assignment Details.
5 Click List Available Agents to search for agents to add to the assignment.
The heading expands to reveal the agent search boxes.
You can search for agents by first name, last name, department, comment, login ID, or current login status (either Logged In or Logged Out).
6 To list all agents configured on the server (your partitioned agents and any agents in the supervisor/reporting agent combinations assigned to you), click List All.
7 Enter your search details up to a maximum of five different criteria, and then click Search.
The agents that match your criteria appear in a new table.
8 In the agents table, select the check box for each agent to include in the assignment.
OR
Select the Select All check box to select all agents shown.
9 Click Update Table.
The agents appear in the Assignment Details table, with the skillsets to which they are currently assigned listed.
10 To temporarily remove the users you do not want to include in the assignment, highlight each user, and then click Hide User.
Use this feature to ensure that the table contains only those agents who you want to include in the assignment.
11 To refresh the table, click Refresh Table.
12 To add new skillsets to the table, click List Available Skillsets. The list of skillsets that are configured on the server but not yet assigned to any of your chosen agents appears.
13 In the table of available skillsets, select the check box for each skillset to add to the Assignment Details table.
OR
Select the Select All check box to select all skillsets shown.
14 Click Update Table. The skillsets appear in the table.
15 To add agents assigned to a particular skillset to this new assignment, click Skillset Search.
16 From the boxes, select the skillsets that you want to search for, up to a maximum of five.
17 After you select your criteria, click Search.
The agents that match your search criteria appear in a new table.
18 Note the agents currently logged on, and then select the check box for each agent to add to the assignment.
OR
Select the Select All check box to select all agents shown.
19 Click Update Table.
The agents appear in the Assignment Details table.
20 From the skillset lists in the Assignment Details table, select the skillset priority level. You can choose from 1 to 48, or Standby, and then press Tab.
21 Click any other box in the same row of the table, or press Tab.
22 Click Save/Schedule Assignments. The heading expands to reveal a series of boxes.
23 In the Save Assignment as box, type the name of the assignment. This name must be unique.
24 Select the Create Reset Assignment check box to create a reset assignment.
25 From the Schedule Task list, select the type of schedule to create
• Specific date
• Daily
• Weekly
• Monthly
26 Click Refresh to view the current Contact Center Manager Administration server time.
Attention: The time values represent the Contact Center Manager Administration server time, not the client time. If your Contact Center Manager Administration server is in a different time zone than the client from which you are scheduling the assignment, you must take into account the time difference. To view the current Contact Center Manager Administration server time, click Reset beside the Contact Center Manager Administration server Time box. The schedule that you define is based on the Contact Center Manager Administration server time.
27 From the Start Time list, select the time when you want the schedule to begin.
28 In the Start Date box, click the drop-down button to view a calendar.
29 In the calendar, click the date when you want the schedule to begin.
30 Based on the schedule type (that is, daily, weekly, or monthly), select the days and months when you want the assignment to occur.
31 In the Save Assignment As box, type the name of the assignment. This name must be unique.
32 Select the Create Reset Assignment check box to create a reset assignment.
33 Click Save Assignment.
A message appears, notifying you that the assignment successfully saved.
34 Click Schedule to activate the scheduled assignment.
The assignment appears in the Assignments folder in the server tree.