Routing settings - skills

The Routing settings - skills dashboard presents data for the current configuration of skills and agents. Information includes skills details and agents assigned with those skills, as well as the detailed agent's skill configuration that can be downloaded and analyzed further. 

At the top of the dashboard, you can set global filters for this dashboard:

• Skill—the skill (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected skill or skills) in the dashboard. By default, the Skill filter contains all skills and displays data for all agents.  
• Skill ID—the skill (identified by ID) you want to analyze data for. You can choose different rules to narrow down the agents (assigned to the selected skill or skills) in the dashboard. By default, the Skill ID filter contains all skills and displays data for all agents.  
• Agent—the agents (identified by name) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent filter contains all agents. 
• Agent ID—the agents (identified by ID) you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. By default, the Agent ID filter contains all agents.  

Skill and agents summary tile

The Skill and agents summary tile displays the list of currently existing skills and the total of agents with the skill assigned. 

The Skill and agents summary tile contains the following columns:

• Skill—the name of the skill, set in User Admin in the VCC admin portal during skill creation.
• Skill ID—The ID of the skill, set in User Admin in the VCC admin portal during skill creation.
• Assigned agents—the total number of agents with the skill assigned.

Agent and skills summary tile

The Agent and skills summary tile displays the list of currently existing agents (or supervisors and admins acting like agents), and the total of skills assigned to them. 

The Agent and skills summary tile contains the following columns:

• Agent—the name of the agent as defined in the VCC admin portal during agent creation.
• Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
• Skills—the total number of skills assigned to the agent.

TOP 10 skills tile

The TOP 10 skills tile displays the percentage distribution for the first 10 skills that are assigned to most agents. The total percentage of those 10 skills gives 100%.

Agents not assigned with any skill tile

The Agents not assigned with any skill tile display agent details (name and ID) of the agents that are not assigned with any skill. If the tile by default shows no results, it means that each agent is assigned at least one skill. 

The Agents not assigned with any skill tile contains the following columns:

• Agent—the name of the agent as defined in the VCC admin portal during agent creation.
• Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.

Agent and skill details tile

The Agent and skill details tile displays details about agents and their skill configuration. Each skill, that the agent is assigned with, is represented in a separate row with the skill name and skill ID. 

The Agent and skill details tile contains the following columns:

• Agent—the name of the agent as defined in the VCC admin portal during agent creation.
• Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
• Username—the user's username as defined in the VCC admin portal during user creation.
• License—the license assigned to the user in User Admin—one of Admin, Supervisor, Wallboard, or Agent.
• Skill—the name of the skill, set in User Admin in the VCC admin portal during skill creation.
• Skill ID—The ID of the skill, set in User Admin in the VCC admin portal during skill creation.