Hide Skill Enable - Hiding Skill Groups from Agents

Overview

For environments utilizing Multimedia Voice, you can configure Chronicall Dashboards to either allow agents to toggle their skill groups OR to hide the skill group options.

Steps

Hide Skill Enable

1. Navigate within Chronicall to Admin(System) > System Settings > Multimedia Voice Seat
2. Find "Hide Skill Enable" and select either "True" or "False"
   
   
   
   
   • If set to "False", agents will be able to place themselves in and out of skill groups.
     
     
     
     
   • If set to "True" the agent will not be able to control their group enrollment and will only have the option of "User Ready"
     
     
     
     
     • Please note if the agent is NOT able to see their skill groups (E.g. "Hide Skill Enable" set to True), it is up to an Admin or Manager of Chronicall to enable and disable the agents from their skill groups
     • By default, they are NOT enabled to all skill groups

Manually Enable Skills

1. Navigate to Agent Realtime or Group Timeline within Chronicall
2. Right-click on an agent's name and select "Skills"
3. Select the specific skill groups you wish enabled
   • You can also select "Enable All Skills" instead of selecting individually
   • NOTE: The agent needs to be logged into their dashboard during this change