Skill Sets Name Change

[gopalmohan]

Good Day,
I am looking for step by step instructions for skill set name change in symposium and associated scripts. We have ACD Centrrix with Nortel Meridian1 onsite with Symposium Call Centre Solution and Genesys for outbound calls.

We have four skillsets for inbound 1 800 network which is routed to our CDN in symposium and switch. Can we change the name of those skillsets during normal buisness hours and where else do I need to change them other than Master Script.

Do I need to un-Acquire them in Symposium before edtiting the name? Please advise.

With Best Regards.

Gopal

 

[captaingadget]

The simple answer is yes you can change the name during working time but you will get some statistical anomalies, so it's best to do it at the start or end of the business day.

You must first create the skillset with the appropriate thresholds etc. As a skillset only exists in Symposium there is no concept of acquiring or de-acquiring.

You must then allocate agents to this skillset with an appropriate priority level. They can reside in the old and new skillsets at the same time.

You can then change the name in the primary script, it is VERY unlikely and certainly bad practice if the skillset is referemced in the master script.

Once you have edited the skillset in the primary script you can validate and activate the script and off it goes.

Once sucessful you can remove the agents from the old skillset and delete it.

I think thats it. Feel free to add any steps I've forgotten or correct me if this is fatally flawed.