Symptom / Need

You need to adjust an agent's skill expertise level to modify the priority with which they receive interactions assigned to that skill.

Context / Scenarios

• An agent has gained more experience in a skill and should receive interactions with higher priority.
• Reducing the priority of an agent in a skill is required to balance the distribution of interactions.
• The expertise levels of various agents within a skill are being adjusted to improve operational efficiency.

Answer (Solution/Recommendation)

To change an agent's skill level within wolkvox Manager, follow these steps:

1. Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents.
2. Locate the agent whose expertise level you want to change. You can search for them by Agent ID or name.
3. Right click on the agent and select the "Manage skills" option.
4. The "Add skills to agents" window will open, where in the right table you will see the skills assigned to the agent.
5. In the "Expertise Level" column, identify the skill you want to modify and change its level using the corresponding field.
   1. Expertise levels allow you to prioritize agents within the same skill. A higher level means that the agent will receive interactions before those with a lower level.
6. Once you have made the adjustment, click "Save" to apply the changes.

💡 Note: Make sure to assign appropriate levels to maintain a balance in the distribution of interactions within the team.