Configuring Agent Skills

  • Article

Some agents have expertise in some skills and may not be skilled in others. You can use the Admin Console to configure CCF to link agents with certain skills. For more information creating skills in the Administration Console, see Creating a New Skill.

This procedure assumes that you know how to use SQL Management Studio, and that you have access permissions to modify the CcfInfrastructure database on the SQL server, CCFSQL.

Adding a Skill Level

To add a skill (server-side configuration)

  1. Use SQL Management Studio to connect to the SQL server, CCFSQL.

  2. Open the Skill table.

  3. In the SkillId column, type an ID for the skill in the appropriate row.

  4. In the Name column, type a name for the skill in the appropriate row under the Name column.

  7. To map skills to an agent:

    1. In the CcfInfrastructure database, open the SkillMap table.
    2. In the SkillId column, type a SkillId from the Skill table.
    3. In the UserID column, type the ID of the agent who has expertise in the skill.

  9. Repeat steps 2 – 5 to map more skills to agents.

Troubleshooting Agent Skill Level Configuration

Refer to the following table if you encounter problems when configuring agent skills on CCFSQL.

Problem

Cause

Solution

The Assistance menu on the Agent Desktop does not have any sub-menu items.

There are no skills configured in the dates.

Configure skills in the database.