Contents

Workgroup Directory control

Workgroup Directory controls display the status of individual workgroup members, such as each person's name, time in status, logged in state, and skill set.

Add or Remove Columns

You can modify the selection of columns displayed by right-clicking a column heading to open a shortcut menu.

Standard columns	The standard columns are Name, First Name, Last Name, Company, Department, Extension, Business Phone, Home Phone, and Mobile.
Status columns	Status-related columns in the Status Columns submenu are: Status, Status Notes, Until, Forward Number, On Phone, Logged In, Time in Status, Status Summary or Activated.
Other columns	The Other Columns submenu adds columns for properties of a member entry, such as Business Address, Business City, Assistant, Skill Set (Desire to use), and Skill Set (Proficiency). See also: Directory Properties dialog.

Filter Columns

To filter for specific values, text in boxes above each column.

Sort Columns

To change sort order, click on a column heading to sort by that column.

Resize Column Width

To resize a column, drag the edge of a column heading left or right to narrow or widen the column. Column headers remain visible, even when there are no interactions to display. Customers can still adjust columns for personal preferences.

Rearrange Columns

To change the order of columns, drag and drop a column heading to a new location.

View Skills

You can view skills for an agent by using the:

Skill Set (Proficiency) column and the Skill Set (Desire to use) column.
Display Skill list dialog box.

Skill Set (Proficiency) column and Skill Set (Desire to use) column

The Skill Set (Proficiency) column and the Skill Set (Desire to use) column makes it easy to identify agents who have a specific skill.

The Skill Set (Proficiency) column displays skills associated with each agent. Point to the Skill Set (Proficiency) column for an agent to view the proficiency level for each skill.
The Skill Set (Desire to use) column displays the agent’s desire to use their associated skills. Point to the Skill Set (Desire to use) column for an agent to view the desire-to-use level for each skill.

Multiple skills are delimited by commas. Skills belonging to the user's workgroups appear first, followed by the skills of the user. If sorting by skills, standard alphabetical order on the entire content of the skill field is used.

If the Skill Set (Desire to use) column or Skill Set (Proficiency) column does not appear in the view, right-click a column heading and select the columns from Other Columns shortcut menu.

You can filter a skill column for a specific skill. If you type a skill at the top of the column, only the agents with that skill appear in the column. The filter is case independent. When the directory is paged, the filtering is done by the server, otherwise it is done locally.

Skills display as dynamic in the contact directory list and static in the user list skills dialog box.

Display Skill list dialog box

A right-click context menu item (Display Skill Set) displays the entire list of skills, their proficiency, and the desire to use them. If a user has the same skill in two different workgroups with different proficiency and desire to use, they both appear in the user skills dialog box.

To view a person's skills, desire to use and proficiency:

Right-click a user row in the directory.
Then select Display skill set. Information about the users' skills is displayed in the Skills List dialog.