Specifications

Task: administering call center agents CentreVu CMS Administration
Changing agent skills and extension split assignments 6-13
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6 In the Move Extension From Split field, highlight the split name/number
you no longer want associated with this extension.
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7 In the Move Extension To Split field, highlight the split name/number
you want the extension assigned to.
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8 Do one of the following:
• To change split assignments for other extensions, select OK and
repeat Steps 5 through 8 for the next extension number.
• If you are done making changes, select OK, then select Cancel to
save your changes and exit this procedure.
E
ND OF STEPS
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Reference
Changing agent skills
• Changing agent skills is available only for DEFINITY ECS R5
and later, or for DEFINITY G3V3 or G3V4 with EAS.
• For agents who frequently have calls on hold, skill changes can
remain pending for a long time.
• When you change agent skills, the change remains in effect until
you make another change.
• You cannot exit this window until you get a response to your
changes.
• You can only select up to 50 agents at a time when applying an
agent template.
• The skill administered as Skill 1 affects the way tracking is done
for an agent. Extension calls and call-handling time are attributed
to the first skill administered and successfully logged into. (For
DEFINITY G3V3 or G3V4, direct agent calls are also tracked this
way; for DEFINITY ECS, direct agent calls are tracked to the
direct agent skill.)