LV23 Pop-Out Help

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The Agent Maintenance window displays the agent details such as full name, default skill assigned, and the status of an agent. You can view, add, or edit an agent's details in this section. 

You can customize the displayed report table as follows.

OptionProcedure
Display or hide certain columns in the table.
  1. Click the arrow next to any column heading, and then click the Columns option.
  2. If you want to display certain columns in the table, select the checkboxes next to their names.
  3. If you want to hide certain columns in the table, clear the checkboxes next to their names.
Sort the values in a column in ascending or descending order.Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or  Sort Descending option.
Filter the statistics based on a column.Click the arrow next to the column heading, and then use the Filters option. 
Lock or unlock a column.Click the arrow next to the column heading, and then click the Lock or Unlock option.
  • To search for a specific report, use the Filter field. 
  • To view details of only active tasks, select the Active Only checkbox.
  • To refresh the list, click the Refresh icon ().
  1. Click New. 
    The New Agent popup window appears.
  2. Specify the first name and the last name of the agent.
  3. Select the skill of the agent from the Default Skill drop-down list. 
  4. Select the Active checkbox if you want to make the agent status active, to consider for scoring.
  5. Click Save.
  1. Double-click the row that contains the agent's information that you want to modify. Alternatively, you can select the row and then click Edit.
  2. Modify the agent details as required.
  3. Click Save.
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