[ACD] Ability Management
- Kathleen Glica
The content in this article is appropriate for: Administrators and Supervisors
To access this page, click Agent Management in the left-hand navigation bar to drop down the available page options, then click Manage Abilities.
The Ability Management page is where all available abilities are created and maintained. These proficiencies are assigned to agents and bundled together to create skills, which are then assigned to campaigns that utilize the Skills Based Routing call distribution type.
For more information on creating/editing abilities and using them in a Skills Based Routing campaign, click here.
Features
In addition to the Search function on the page, you can also:
Import Assignments: upload multiple abilities from a CSV file
Assignment CSV File: click the + in the text box to browse and select the spreadsheet that contains the abilities you wish to upload
*Must be a CSV, with the following column formatting:Duplicate Assignment Handling
Reject: If an ability/agent assignment from the CSV file coincides with an ability that is already allocated to the agent, the new assignment from the spreadsheet will NOT be implemented.
Update: If an ability/agent assignment from the CSV file coincides with an ability that is already allocated to the agent, it WILL be amended to reflect the value from the spreadsheet.
Click Upload to begin the import
Bulk Update Agent Abilities: add or revoke abilities to multiple agents at one time
Click the dropdown in the Action column to:
Skip [default]: no action will be taken
Export: selected agent ability/weight assignments will be exported to a spreadsheet
With this option selected, click Continue
Select from individual or All available agents
Scroll down and click Continue
You will be shown a summary of your exports
A spreadsheet with the results will be downloaded locally
🤔 What can I do with these results?
Aside from being a convenient way to view agent assignment and weight for a certain ability (or number of abilities), this method provides a central location for making bulk changes. Recall the Assignment CSV File feature in the Import Assignments section above, where you can upload changes to assignments and weights.
Assign (ignore updates): Selected agent assignments will be updated with the designated ability/weight(s). If the agent(s) are already assigned the ability, the weight will NOT be changed to the new value.
Once this option is selected, a prompt to enter a Weight in the Action column will appear
Scroll down and click Continue
Select agent(s) to receive this ability/weight
Click Continue
Confirmation of the agent(s) that received the updated skill will be displayed:
*If agent(s) already had the assigned ability, they will be ignored and weight will not be updated:
*If agent(s) had ever been assigned the skill in the past, they will be reactivated at the weight they were last assigned:
Assign (apply updates): Using the above steps, selected agent assignments will be updated with the designated ability/weight(s). If the agent(s) are already assigned the ability, the weight will WILL be changed to the new value.
Unassign: Using the above steps, selected abilities will be removed from the designated agents.
Unassign will appear as "Suspended" in the Override Log.
Export All: changes the Action to Export for all abilities in the list
Override Logout All: changes the Action to Unassign for all abilities in the list
Override Log: listing of all ability assignments / unassignments
# of the entry in the Override Log
Click the Log ID # (blue button) to view the entry details
User who completed the action
IP address of the above user
Delta (what was changed)
Status [blank/ defer/ done]
Date/Time the action occurred
Actions
Undo reverses the action
Resubmit repeats the action
Ability Details tab:
Name: delete the default text and write in a name for the ability
Description (optional)
Affiliate (optional): click the drop down and choose from available Affiliates
Suspended (defaults to No): Leave as-is. Because abilities can not be deleted, you can return here at any time and set to Suspended=Yes to take it out of service.
Click Update to save the ability
You can also Clone an existing ability, then make any necessary changes
Agents tab:
Create a New assignment by clicking the Choose an Agent dropdown and selecting an agent from the alphabetical list
Assign a Weight by typing a number in the text box
The higher the weight, the more this ability will factor for the agent when they are part of a Skills Based campaign that utilizes this ability
💡 Weights are normally rated 0-100, however the maximum value permitted here is 999.99
Click Update to save the ability or repeat the above steps to assign to additional agents.
You can also Clone an existing ability, then make any necessary changes
This button initiates a download of all abilities on the ACD, sorted by creation date from oldest to newest
The downloadable CSV spreadsheet shows:
Ability ID
Name of the ability
Description
Created On timestamp
Suspended Y/N
Number of Agents with the assigned ability
Click to refresh the list
Click to show/hide additional page view options
To edit an existing ability:
Click the ability ID (blue button)
Make any necessary changes on the Ability Details tab or Agents tab
Click Update to save
💡 The columns on the Ability Management page can all be sorted by clicking the column header.