Symptom / Need

Contact center managers need an efficient way to assign agents to Skills (groups or queues) and configure their expertise level to ensure that calls are properly distributed based on agent skill. Without this configuration, calls could be handled by less skilled agents, which could negatively impact service quality.

Context / Scenarios

• Efficient Call Distribution: Supervisors who want to optimize call assignment based on agent experience.
• Creating New Agent Groups: Managers who have just created a new Skill and need to assign agents to start operating.
• Resource Reallocation: Administrators who need to adjust the workload among existing agents by modifying their expertise levels in different Skills.
• Operational Scalability: Growing contact centers require adding new agents to specific Skills without disrupting operational flow.

Answer (Solution/Recommendation)

To assign agents to a Skill and configure their expertise level in wolkvox Manager, follow these steps:

1. Access the "Skills" tab.
2. Go to the left side menu of wolkvox Manager and select the "Agents & Skills" section.
3. Click on the "Skills" tab to see the list of available Skills.
4. Select the Target Skill.
   1. Identify the Skill to which you want to assign agents.
5. Right click on the Skill name and select the "Add agents to skill" option.
   1. A window called "Add Agents to Skill" will appear.
6. If you want to change the Skill you will assign agents to, use the "Skill Name" dropdown menu.
7. The "Skill Id" field will automatically display the ID of the selected Skill.
   1. Update Lists (Optional).
   2. If the Agent or Skills list appears out of date, click the circular button with an arrow (Refresh) to refresh both panels.
8. Select Agents.
   1. On the left panel, you will find a table with all the agents available in your operation.
   2. Hold down the CTRL key while clicking on the names of the agents you want to assign to the Skill.
9. Set the Expertise Level.
   1. Below the table, locate the "Expertise" field.
   2. Use the drop-down menu to select an expertise level for the selected agents. Options range from '0' (lowest level) to '5' (highest level).
   3. Note: An expertise level of '0' does not mean that the agent will not receive calls, but will have the lowest priority compared to other levels.
10. Assign Agents to the Skill.
    1. Click the button with an arrow pointing to the right (→ ) to move the selected agents to the right panel.
11. In the right panel, you will see a list of the agents already assigned to the Skill, along with their corresponding expertise levels.
12. Modify the Expertise of Assigned Agents (Optional).
    1. If you need to adjust the expertise level of an already assigned agent, right-click on their name in the right panel and select "Change Expertise".
    2. Choose a new level of expertise between '1' and '5'.
13. Unassign Agents (Optional).
    1. To remove an agent from the Skill, select their name in the right panel and click the button with an arrow pointing left (← ).
    2. You can also right-click on the agent name and select "Remove Agent from Skill".
14. Save Changes.
15. Changes are applied automatically when you close the window or assign/unassign.