Dynamic Agent Queue Skilling for Avaya Agent Login.
To use this function, the manager needs to turn on the following configuration:
- Turn on the Allow Dynamic Skillset at User Setting page (Home>Configuration>Screen Pop> User Setting)
- Setup the dynamic skillsets for roles at Dynamic Roles & Skillsets (Home>Configuration>Screen Pop> Dynamic Roles & Skillsets)
When the agent has a role that has configured dynamic skillsets go to the Agent Dashboard and open the login dialog:
The system will display a dropdown and allow the agent to select multiple skillsets to log in to. The agent can select a skillset by typing skill ID, hunt group extension, or hunt group name separated by commas or spaces. The page only filters the hunt groups that are assigned a skill ID and in the page Dynamic Roles and Skillsets.
If the agent doesn't select any skillset from this dropdown, the system won't request the OSSI API to override the existing skillsets of the Agent ID.
If the agent selects at least one skillset, the system will request the OSSI API "Change Agent" to update agent skillsets for the selected skillsets and the default skillsets of the role:
- The "Skills" data field will be sent to the API body will be from 2 sources: default skills of the corresponding role of the logged-in user and the skills that the agent selected.