The skills allow to manage the specificities between agents and the different orders. There are some operations which require one (or several) skill(s) to be carried out by an agent. Therefore, it is possible to add skills that can then be assigned to agents and when scheduling an appointment.
Note: To delete skills, click on the cross next to the required skills. Skills that are used in a type of order can only be deleted after having deleted the order type concerned.
Assign the skills to agents
After having added skill(s), it is possible to assign it (or them) to the agents.
Note : Skills can be created from this window in the “agents” tab. Click on the blue “add a skill” button.
Assigning skills when adding an appointment
When a specific skill is required to complete an order, select this skill in the “skill” drop-down list when adding an appointment from the “appointment making” tab of the “schedule” module.
Assign skills in the import file
Skills can also be assigned to orders in the import file. Add a column with the header entitled “Comp_XXX”. “XXX” corresponds to one of the skills defined in the “skills” tab. For example, Comp_Gas. Then, indicate if the skill is necessary or not to complete the order. “YES” when it’s required. If not, enter “NO” in the cell.
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