Installation guide

Viewing an agent’s skills within a queue 3-16
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Viewing an agent’s skills within a queue
To view an agent’s skills within a queue
1 Edit the agent (see “Adding agents to a queue” on page 2-19) and then click the Skills tab.
2 The Skills tab lists all the agent’s skills that are relevant within this queue. This user may
have other skills, but they do not appear if they are not relevant to the queue. To view or
edit a complete list of the user’s skills, click
Edit User’s Skills, and see “Assigning skills
and attributes to users” on page 3-5.
3 To change which skills are relevant to the queue, see “Selecting and weighting relevant
skills for a queue” on page 3-8.
The source of an agent’s skill value
In the Agent dialog \ Skills tab, the Proficiency column displays the agent's ability in that skill. It
also indicates whether the agent’s skill value comes from his or her own native skill set at the user
level (“user”), or the queue’s default value for that skill (“queue”). A user’s native skill value always
overrides the queue default value. Queue default values are used only if the user does not have a skill
that is relevant to the queue.
Release 2.0 Service Pack 1
April 2011