Filter
Top Products
Chapter 5 Setting up skillsets 57
Nortel Networks Call Center Set Up and Operation Guide
Unassiging an agent from a skillset
When you unassign an agent from a skillset, the agent is removed from the skillset but is not
deleted from Call Center.
Before you unassign an agent from a skillset, you must disable the skillset. See “Disabling a
skillset” on page 59.
If you want to delete an agent from Call Center, refer to “Deleting an agent” on page 40.
If you want to log an agent off, refer to “Forcing an agent off” on page 41.
To unassign an agent from a skillset
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Agents link for the skillset you want to unassign an agent from.
The Assigned Agents page appears.
5 Click the Unassign link for the agent you want to remove.
A message appears that asks you to confirm your request to unassign the agent.
6 Click the OK button.
The agent is removed from the Assigned Agents page.
7 Click the Close button to return to the Skillset List page.
Viewing agents in a skillset
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Agents link for the skillset you want to view.
The agents who are assigned to the skillset appear on the Assigned Agents page.
5 Click the Close button to return to the Skillset List page.
Note: If the agent you are unassigning is logged on, a message appears that says the
agent is logged on and asks you to force the agent off or ask them to log off.
To unassign the agent, click the OK button.
Note: For information about monitoring agents and skillsets, refer to “Monitoring Call
Center call activity” on page 179.