Configure the leader role to identify crew leaders

Identify a crew leader if one isn’t specified by the dispatcher by adding skills to the leader role.

Before you begin

Role required: wm_admin

About this task

All crews must have a leader. Dispatchers can assign a leader to a crew or use the resource requirements to designate a skill the crew leader must have in order to be assigned as the crew leader.

If the dispatcher doesn’t assign the leader to a crew or indicate a required leader skill in the resource requirements, the skills included in the leader role are used to determine the crew leader. The skills are matched with the skills of the available agents.

For more information on adding resource requirements to a task, see Add resource requirements for a work order task.

Procedure

1. Navigate to All > Skills > All Skills.
2. Capture the sys_id of the skill that you want to add to the leader role.
   1. Right-click the name of the skill and select Copy sys_id.
   2. Paste the ID into a scratch file.
   3. Optional: Add more than one skill to the leader role by repeating this step.
3. Select All and enter sys_properties_list.do in the filter navigator.
   1. In the Name column, search for the leader role sn_fsm_crew.crew.leader.skill.
   2. Select the role name.
   Note:

   Select here if you see a message about editing the Global application.
4. In the Value field, enter a comma after the last value and paste the skill sys_id you copied.
5. Select Update.