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Dynamic Agent Queue Skilling for 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)

Primas CX User Guide > How to config Dynamic Agent Queue Skilling for Agent Login. > image2023-8-24_18-58-51.png

- Setup the dynamic skillsets for roles at Dynamic Roles & Skillsets (Home>Configuration>Screen Pop> Dynamic Roles & Skillsets)

Primas CX User Guide > How to config Dynamic Agent Queue Skilling for Agent Login. > image2023-8-24_19-1-23.png

When the agent has a role that has configured dynamic skillsets go to the Agent Dashboard and open the login dialog:

Primas CX User Guide > How to config Dynamic Agent Queue Skilling for Agent Login. > image2023-8-24_19-10-55.png

The system will display a dropdown and allow the agent to select multiple skill sets to log in to.

The agent can select a skill by typing skill ID, skill extension, or skill name separated by commas or spaces.

The page only filters the skillsets that are assigned a skill ID and in the Dynamic Roles and Skillsets page.

Primas CX User Guide > How to config Dynamic Agent Queue Skilling for Agent Login. > image2023-8-24_19-12-51.png

If the agent doesn't select any skillset from this dropdown, the system will keep the agent's current skills.

If the agent selects at least one skillset, the system will request the API to update agent skillsets for the selected skillsets and the default skillsets.