All areas of the Administration work the same way: the workspace shows a list, and each entry opens in a dialog of its own. What is described here therefore applies to skills just as much as to agents, holidays or flows.
The list
- The header names the content and the number of entries, for example Skills: 12. Some lists count more: the agents list, for example, shows how many agents are in wrap-up, in an activity, active and logged in.
- The first column shows an icon for the type or state of the entry.
- Yes/no values appear as Yes and No.
- The list updates itself. When you or another administrator saves something, you see the change immediately.
Creating, editing and deleting entries
There is no toolbar for the entries. You work with the context menu, the double-click and the Delete key:
| You want to | How |
|---|---|
| create an entry | Right-click an entry or the empty area below the list, then Add |
| edit an entry | Double-click, or right-click and then Properties |
| only view an entry | Right-click, then Show — the dialog opens read-only |
| delete entries | Right-click, then Delete, or Delete |
Which entries the context menu shows depends on your permissions: with Change, Properties, Delete and Add; with See, only Show. Whatever you are not allowed to do is missing from the menu.
You select multiple entries by holding down Ctrl or Shift. A command then applies to all selected entries; Properties opens a separate dialog for each one.
Commands of individual lists
Some lists have additional commands in the context menu:
| List | Additional commands |
|---|---|
| Agents | New, Reset password, Set SIP password, Copy configuration, Sync with PBX, Copy layout, Export layout, Import layout and, for logged-in agents, Logoff |
| Automatic conversation distribution | Close manually, Open manually, Copy configuration; no Add and no Delete |
| Agent profiles, Language groups, Skill groups | Copy configuration |
| Qualifications, Severity | Higher, Lower |
| Media cases, Media data | Reset |
| Reports, Report design, Dashboard | Add copy; for designs Make generally available, for report designs Create report from design |
| Display elements | Duplicate, Import, Export |
| Flows | Add with a submenu for each channel, Import, Export |
| Conversations | only Terminate |
Copying a configuration
With Copy configuration, you transfer the settings of one entry to others, for example the distribution rules of one skill to further skills:
- Right-click the entry whose settings you want to adopt and choose Copy configuration.
- Select the entries that are to receive these settings.
- Right-click them and choose Paste configuration from ….
The targets keep their names. Which settings are transferred in detail depends on the list; the pages on the individual areas describe it. In the Agents and Automatic conversation distribution lists, Esc discards the copying as long as you have not pasted yet.
Deleting
Before deleting, the Administration asks for confirmation and names the selected entries. OK deletes, No cancels.
- Skills are not removed but marked as deleted. The list then hides them; their name is kept in reports.
- Activities and Holidays are deleted permanently. A deleted holiday calendar also disappears from the conversation distribution.
- The Administration does not check whether an entry is still in use. Before deleting, check where it is used.
Searching, filtering and sorting
The lists offer the usual tools of a table:
- Sorting: click the column header.
- Searching: Ctrl+F opens a search box above the list.
- Filtering: the filter icon in the column header lists all values of the column for you to check. An active filter is shown at the bottom of the list; you can also turn it off there. With Filter Editor…, you combine several conditions.
- Grouping: Show Group By Box in the menu of a column header shows a box into which you drag columns.
- Columns: in the menu of the column header, Hide This Column hides a column, Column Chooser brings it back, and Best Fit (all columns) adjusts the widths. You change the order by dragging.
Some lists are prefiltered: Skills, Languages and Mailboxes only show entries that are not deleted, Agents only logged-in agents. To see all of them, turn off the filter at the bottom of the list.
The Administration remembers columns, sorting, grouping and filters per server and list for your Windows user. There is no command for resetting them; Remove Server deletes the remembered layouts of all lists of this server.
Dialogs
- Several dialogs at once: dialogs do not block the main window. You can open several of them and continue working in the lists at the same time.
- Save or Enter transfers your changes to the server and closes the dialog. No confirmation appears.
- Cancel closes the dialog. If you have changed something, the Administration asks whether to save: OK saves, No discards the changes.
- View only: with the See permission, the fields and Save are locked.
- Required fields: if the name remains empty, the field shows Value must not be empty.
- Duplicate names: most areas do not check whether a name is already in use. Assign unique names — otherwise entries cannot be told apart in drop-down lists.
When several administrators work at the same time
What you save applies immediately: the server adopts the change, transfers it to a standby server and passes it on to agents, wallboards and Routing Services. The lists of the other administrators show it immediately as well.
The Administration does not lock an entry that someone else is currently editing. If two administrators open the same entry, whatever is saved last applies — without warning. An open dialog does not show changes made by others. So agree on who edits what.
Flows are the exception: whoever opens a flow for editing locks it. The list then shows under Editing locked by user who is editing it, and everyone else can only open it in View mode. The lock ends as soon as the flow is closed or its editor loses the connection — see Lock and view mode.