Specifications

Task: administering call center agents CentreVu CMS Administration
6-1
6 Task: administering call center
agents
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Overview
Purpose
In this task, you will find the following procedures:
• Starting an agent trace
• Listing agents traced
• Changing agent skills and extension split assignments
• Creating or applying an agent template
• Multi-agent skill change and moving extensions between splits
• Running a split members report
Permissions
These permissions apply to administering call center agents. See “Task:
assigning user permissions” for more information.
• To start or stop an agent trace, you need read/write permission for
the Agent Administration command.
• To view agents being traced, you need read permission for the
Agent Administration command.
• To change agent skills or extension split assignments, you need
read/write permission for the Agent Administration command and
for the skills or splits affected by your changes.
• To view skill or extension split assignments, you need read
permission for the Agent Administration command.