Viewing Skill Queue Adjustment Records
Prerequisites
The agent has the Reset Skill Record menu permission.
Procedure
- Sign in to the AICC as a tenant administrator and choose .
- Set search criteria to search for skill queue adjustment records based on the criteria.
Figure 1 Reset Skill Record page
Table 1 GUI elements on the Reset Skill Record page Element
Type
Description
Time
Drop-down list
The options are as follows:
- 1 Day
- 3 Days
- 7 Days
- Customization
Adjust Service Account
Text box
- Business account of the agent who adjusts a skill queue.
- Business account of an inspector.
Adjust Agent WorkNo
Text box
- Employee ID of the agent who adjusts a skill queue.
- Agent ID of an inspector.
Adjusted Service Account
Text box
- Business account of the agent whose skill queue is adjusted.
- Business account of the agent whose skill queue is adjusted by an inspector.
Adjusted Agent WorkNo
Text box
- Employee ID of the agent whose skill queue is adjusted.
- Employee ID of the agent whose skill queue is adjusted by an inspector.
Query
Button
Perform a search.
Reset
Button
Reset search criteria.
Adjust Service Account
Label
- Business account of the agent who adjusts a skill queue.
- Business account of an inspector.
Adjust Agent WorkNo
Label
- Employee ID of the agent who adjusts a skill queue.
- Agent ID of an inspector.
Adjusted Service Account
Label
- Business account of the agent whose skill queue is adjusted.
- Business account of the agent whose skill queue is adjusted by an inspector.
Adjusted Agent WorkNo
Label
- Employee ID of the agent whose skill queue is adjusted.
- Employee ID of the agent whose skill queue is adjusted by an inspector.
Adjust Time
Label
Time when a skill queue is adjusted.
Skill Queue Before Adjustment
Label
Skill queue to which an agent has signed in before skill queue adjustment.
Skill Queue After Adjustment
Label
Skill queue to which an agent signs in after skill queue adjustment.
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