Quickly Edit Agent Skills from Agent Insights and Recommended Agents

This article details the new functionality that allows administrators and support managers to quickly edit agent skills directly from the Agent Insights and Recommended Agents components within SupportLogic. This feature streamlines the process of managing agent skill sets, ensuring accurate agent recommendations and improved case routing.

Agent skills on the Agent Insights page

Feature Overview:

SupportLogic now enables the manual addition and removal of agent skills based on the defined ontology list. This enhancement directly impacts the agent recommendation engine, leading to more precise agent assignments and efficient case resolution.

Edit Skills from the Recommended Agents panel

Key Functionality:

• Direct Skill Editing: Administrators can now directly modify agent skills from the Agent Insights page and the Recommended Agents cards during manual agent assignment.

• Ontology-Based Skills: Only skills that have been previously added to the customer's ontology list are available for manual editing.

• Visual Skill Differentiation:

  • Skills automatically detected by the SupportLogic ML engine are indicated by a "lamp" icon.

  • Manually added skills from the ontology list are displayed without any icon.

• Focus on Ontology Skills: Currently, only skills entered into the ontology list can be manually managed. Auto-detected ML skills are not editable at this time.

• Permission-Based Access: Skill editing functionality requires specific user permissions. These permissions can be configured in the "Roles and Permissions" section of the SupportLogic Settings by an Administrator.

• Edit Skills Pop-up: Clicking the "Edit Skills" button within the Agent Insights page or Recommended Agents card opens a pop-up window. This window displays the list of editable skills sourced directly from the defined ontology.

• Impact on Agent Recommendations: Manually added skills directly influence the agent recommendation engine. Cases associated with manually added skills receive a guaranteed 100% match with the agent in the skills match category. This ensures that agents with the specific expertise are prioritized for relevant cases.

• Future Enhancements: Future releases will include the ability to manage auto-detected ML skills.

How to Edit Agent Skills:

Edit agent skills dialog

1. Navigate to Agent Insights or Recommended Agents:

   • To edit skills from Agent Insights, navigate to the Agent Insights page.

   • To edit skills during manual assignment, access the Recommended Agents cards when assigning an agent to a case.

2. Ensure Proper Permissions: Verify that your user role has the necessary permissions to edit agent skills. If not, contact your SupportLogic Administrator.

3. Click "Edit Skills": Locate and click the "Edit Skills" button associated with the agent. This will open the "Edit Skills" pop-up window.

4. Manage Skills:

   • Adding Skills: Select the desired skill from the list of ontology-based skills.

   • Removing Skills: Deselect the skills that need to be removed from the agent profile.

5. Save Changes: Confirm and save the changes. The agent's skills will be updated immediately.

Important Considerations:

• Ontology Management: Ensure that your ontology list is up-to-date and accurately reflects the required skills.

• ML Skill Editing: Remember that auto-detected ML skills cannot be manually edited at this time. This functionality will be added in future releases.

• Impact on Recommendations: Be aware that manually added skills have a direct and significant impact on agent recommendations. Use this feature judiciously to ensure accurate and efficient case routing.

• Permission Control: Restrict skill editing permissions to authorized personnel to maintain data integrity.

• 100% match: a case that matches a manually inputed skill, will always show a 100% match for that agent in the skill match category.
  

Conclusion:

This new feature empowers administrators and support managers to efficiently manage agent skills, leading to improved agent recommendations and case resolution. By leveraging the ontology list and understanding the impact of manually added skills, organizations can optimize their support operations within SupportLogic.