DCA Skill Set Agent Manager

To manage the Agents that are assigned to a Skillset, left click the SkillSet [ Menu ] icon in the Skillset Manager and then select Manage Agents menu option:

The following screen is displayed showing all the Agents that have been assigned to the SkillSet.

This screen allows you to add and remove Agents from a SkillSet, as well as change the Agent Priority (for call delivery attempts). The DCA service delivers calls to available Agents according to their priority level, 1 being the highest priority, 2 being lower priority and so on (e.g. the platform will attempt to deliver calls to Agents set as priority 1, before attempting to deliver calls to Agents set as priority 2).

To set an Agents priority or remove an Agent from a SkillSet, first left click the [ Menu ] icon against the appropriate Agent and then select the option from the menu as shown below: To add an Agent to the SkillSet, click the [ Add Agents ] button located at the top right of the screen. The Agent Manager screen is displayed showing all the Agents that can be assigned to the SkillSet. Only Agents which reside in the same account as the SkillSet and have not already been assigned to that particular SkillSet are displayed:

The Agent Manager allows you to select multiple Agents by selecting the checkbox to the left of the Agent ID.

Once the required Agents have been selected, simply click the [ OK ] button to assign the Agents to the SkillSet.