Enables communication administrators to quickly access Avaya Contact Center Agents and their corresponding skills in real time, with the ability to centrally manage individual and bulk skilling operations. Ad-hoc re-skilling operations are accomplished through real time images of all Agents in a simple UI, in order to add/remove/change an existing Agent’s current skill set. Administrators also have the ability to create Jobs that re-skill Agents in bulk through a configurable schedule and skilling operations.
Agent Skilling Manager
Streamline and simplify the management of agent skills on Avaya contact center systems.
Automate
Centrally manage Avaya agent skilling with both ad-hoc and consistent automated bulk operations through a real-time and easy-to-use interface.
Simplify
Execute multiple re-skilling tasks in bulk on a scheduled basis, without the manual intervention of managing individual agents across various servers.
Compliance
Ensure that all agent skilling operations follow organizational restrictions through controlled overrides of unwanted manual changes.
Streamline
Quickly view and manage all agents across each Avaya Contact Center via a centralized interface with easy access to real time skills.
Agent Skill Manager
Starfish - Part of Persistent Systems: Automation Platform
Key Features
Standardization
Agent Login IDs are re-skilled based upon configuration templates in a consistent manner to meet the needs of the organization
Configuration & Inventory Database
Maintain a searchable and reportable database of configurations and inventory database with data consolidated from multiple communication systems
Contact Center System Integrations
Starfish Agent Skill Manager enables the management of agent logins for Avaya contact centers
Compliance
Enforce compliance for Agents by controlling the skills they have access to
Transaction Logs
All transactions are tracked and logged. The UI allows searching and generating reports
Bulk Operations
Perform bulk changes for Contact Center Agents
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