Review skills when your team updates their skill proficiencies and requests approval.
You can approve or reject each of those skills. The skills that you approve are added to the
agent's profile.
Before you begin
Role required: sn_wfo_skillreview.manager
About this task
You will receive a notification when an agent in your
assignment group submits a skill review request.
Procedure
-
Navigate to .
-
Select the Coaching icon (
).
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Select the Assessments tab.
-
Select .
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Select an agent to approve or reject the skills.
In the
Comments field, you can add a comment for
approving or rejecting the skill.
- To approve one or more skills, select the skills and select
Approve. You can also select
Approve All to approve all skills.
- To reject one or more skills, select the skills and select
Reject. You can also select Reject
All to reject all skills.
-
Select Complete.
The skills you've approved gets added to the agent's skill set.