##### Agent Management Tasks > Managing Skills

# Managing Skills at the Organization Level

This topic is organized in the following manner:

- Getting Started

- Viewing the Agents Who Possess a Skill

- Assigning a Skill to Selected Agents

- Removing a Skill From Selected Agents

## Getting Started

To view Skill assignment information, first select Skills from the drop-down list. An example of the Skills view is shown below. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

The Skills view displays all the Skills that have been configured for your organization. Each list pane entry includes the following information:

- Name of the Skill—The name of the selected Skill.

- Agents Assigned—Agents who possess the Skill.

- Agents Logged In—Logged in Agents who possess the Skill.

The details pane displays the same information for a selected Skill.

## Viewing the Agents Who Possess a Skill

To view all the Agents who possess a given Skill:

1. Select the appropriate Skill on the list pane.

2. Click the list pane Actions button and select Selected > Open. You can also double-click the appropriate Skill.

3. The list pane now displays all the Agents who possess the Skill. For further information about changing the properties of these Agents, see Changing Agent Properties Overview.

## Assigning a Skill to Selected Agents

1. Select the appropriate Skill on the list pane.

2. Click the list pane Actions button and select Selected > Assign To Agents.

3. In the Assign Skill/Level To Agents window:

1. Add the appropriate Agents to the Assign Skill To Agents table.

2. Select the appropriate Skill Level.

3. Click OK.

### Assign Skill/Level To Agents Window

Use the Assign Skill/Level window to assign a selected Skill/Level to one or more Agents.

Available Agents Section
Find button | Click to display the Find window, which enables you to locate a specific entry, based on User Name, First Name, and Last Name. See Finding Objects.
Filter button | Click to display the Filter window, which enables you to filter the list, based on Skill assignment status and Skill Level. See Sorting and Filtering Object Lists.
Show All button | Click to remove all filtering from the Available Agents table.
Slice controls | Enable you to navigate between the slices. If the Available Agents table contains more than 100 Agents, it is broken into slices, each containing no more than 100 Agents. First Slice Button (|<<)—Click to display the first slice in the complete list. Previous Slice Button (<<)—Click to display the previous slice in the complete list. Position Indicator— Displays the index of the first and last entry in the slice, and the size of the complete list. Next Slice Button (>>)—Click to display the next slice in the complete list. Last Slice Button (>>|)—Click to display the last slice in the complete list.
Available Agents table | Lists all the Agents that you have permission to modify. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents.
User Name column | User Name of the Agent.
Current Level column | Current Skill Level (if any).
Select All button | Click to select all Agents in the Available Agents table.
Deselect All button | Click to deselect all Agents in the Available Agents table.
Center Section
Add arrow (move right) | Click to add the selected Agent(s) to the Assign Skill to Agents table.
Remove arrow (move left) | Click to remove the selected Agent(s) from the Assign Skill to Agents table.
Assign Skill to Agents Section
Level box | Specify the Level at which the Skill will be assigned to the Agents.
Assign Skill to Agents table | Lists the Agents who will be assigned the selected Skill/Level. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents.
User Name column | User Name of the Agent.
Current Level column | Current Skill Level (if any).
Select All button | Click to select all Agents in the Assign Skill To Agents table.
Deselect All button | Click to deselect all Agents in the Assign Skill To Agents table.
Window Buttons
OK | Click to assign the Skill/Level to the selected Agents and close the window.
Cancel | Click to close the window without assigning a Skill/Level to any Agents.

## Removing a Skill from Selected Agents

1. Select the appropriate Skill on the list pane.

2. Click the list pane Actions button and select Selected > Remove From Agents.

3. In the Assign Skill/Level To Agents window:

   1. Add the appropriate Agents to the Remove Skill From Agents table.

   2. Click OK.

### Remove Skill/Level From Agents Window

Use the Remove Skill/Level window to remove a selected Skill from one or more Agents.

Available Agents Section
Find button | Click to display the Find window, which enables you to locate a specific entry, based on User Name, First Name, and Last Name. See Finding Objects.
Filter button | Click to display the Filter window, which enables you to filter the list, based on Skill Level. See Sorting and Filtering Object Lists.
Show All button | Click to remove all filtering from the Available Agents table.
Slice controls | Enable you to navigate between the slices. If the list contains more than 100 Agents, it is broken into slices, each containing no more than 100 Agents. The following controls : First Slice Button (|<<)—Click to display the first slice in the complete list. Previous Slice Button (<<)—Click to display the previous slice in the complete list. Position Indicator— Displays the index of the first and last entries in the slice, and the size of the complete list. Next Slice Button (>>)—Click to display the next slice in the complete list. Last Slice Button (>>|)—Click to display the last slice in the complete list.
Available Agents table | Lists all the Agents that you have permission to modify. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents.
User Name column | User Name of the Agent.
Current Level column | Current Skill Level (if any).
Select All button | Click to select all Agents in the Available Agents table.
Deselect All button | Click to deselect all Agents in the Available Agents table.
Center Section
Add arrow (move right) | Click to add the selected Agent(s) to the Remove Skill From Agents table.
Remove arrow (move left) | Click to remove the selected Agent(s) from the Remove Skill From Agents table.
Remove Skill From Agents Section
Remove Skill From Agents table | Lists the Agents from which the selected Skill will be removed. Click, Shift-click, and/or Ctrl-shift to select and/or de-select agents.
User Name column | User Name of the Agent.
Current Level column | Current Skill Level (if any).
Select All button | Click to select all Agents in the Remove Skill From Agents table.
Deselect All button | Click to deselect all Agents in the Remove Skill From Agents table.
Remove button | Click to remove selected Agents from the Remove Skill From Agents table.
Window Buttons
OK | Click to remove the Skill from the selected Agents and close the window.
Cancel | Click to close the window without removing the Skill from any Agents.