Nortel Symposium Web Center Portal, Installation And Administration Manual

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312 Nortel Networks Symposium Web Center Portal
Symposium Web Center Portal Administrative tools Standard 2.0
Managing skillsets
Introduction
A skillset is a label applied to a set of skills, capabilities, or knowledge that an
agent may require to respond to a given request. The skillsets are retrieved from
the Symposium Call Center Server database. This section provides information
about viewing skillset properties, assigning an auto-acknowledgement to a
skillset, and assigning a CDN to a skillset.
Notes:
!
You can assign only agents and supervisors who have been created as a
supervisor/agent to skillsets. You cannot assign administrators to skillsets.
!
When you create Symposium Web Center Portal skillsets in Symposium
Call Center Server, they must begin with MM_. For more information, refer
to the
Nortel Networks Symposium Call Center Server Scripting Guide .
!
You cannot use the euro symbol in a skillset name or a customer name.
To view skillset properties
1 Log on to the Portal Administrator.
2 Click the plus sign (+) next to Symposium Web Center Portal.
3 Click the plus sign (+) next to System Administration.
.
CAUTION
Risk of malfunction
If you delete a skillset, all the rules associated with that skillset are
marked invalid.