A processor profile can include many different skills based upon the abilities, properties, or expertise of the processor. The system uses these skill profiles to match a processor to a task based on the skills or properties required to work on the task.
The queue manager, and the queue administrator assign, edit, or remove skill profiles related to work queue users, and can add or remove work queues for a processor using the processor profile.
Skills can also be added to a processor profile when a work assignment matching filter is added to an existing queue. After adding the filter, and related skills to the work queue, the system displays each processor profile, enabling you to make the updates to the skill set. Skill profiles are not defined for groups.
If a work queue does not have any associated skill requirements, the system will not prompt you to assign skills to a processor.
To add skills to a processor profile:
You can add skills to a processor profile using any of these methods:
Navigate to Administration > Work Queue Management > Work Assignment Matching > Processor Profile.
Or navigate to Administration > Work Queue Management > Work Queues, select a work queue, and click the queue’s number users link in the Active Users column.
Or from Work Queue Monitor, select a work queue, and click the queue’s number users link in the Active Users column. Select the user’s profile by selecting Properties from the right-click menu or by selecting View > Properties > Info
The Processor Profile search screen appears enabling you to see a list of all users or to search for a specific user by name or by group.
Access the processor to whom you are adding skills in one of two ways:
Select Search in the list box, and type the user name, group, or user operating system name to find the processor.
Or select Show All Users from the list box, and navigate to the processor name.
Select the user, and select eitherView > Properties > Info or select Properties from the right-click menu.
The Processor Profile page appears.
Under Skills for Work Assignment Matching, click Add.
Select a filter from the list box.
Webtop displays the skills related to that filter.
Select the appropriate values for the processor.
Click OK.
To change skills for a processor:
Navigate to Administration > Work Queue Management > Work Assignment Matching > Processor Profile.
The Processor Profile search screen appears enabling you to see a list of all users or to search for a specific user by name or by group.
Select the user, and select View > Properties > Info.
In the Skills for Work Assignment Matching table, select the filter that is related to the skills you want to change.
Click Edit.
You can add or change skills for the processor.
Click OK.
To delete skills for a processor:
Navigate to Administration > Work Queue Management > Work Assignment Matching > Processor Profile.
The Processor Profile search screen appears enabling you to see a list of all users or to search for a specific user by name or by group.
Select the user, and select View > Properties > Info.
In the Skills for Work Assignment Matching table, select the filter that is related to the skills you want to delete.
Click Delete.
Click OK.
If a work queue that a processor is assigned to requires a particular skill set, the system will not delete the associated filter.