DSA -changing CSR login skills 1

[sk1053]

At the moment I run an two import jobs overnight to delete all agent logins and then add them back in with their default skills. This is quite handy as throughout the course of the day CSRs skills will change. However in the Import section their is a way of just making or importing changes to agent logins. However when I import an excel sheet the system it doesn't work correctly. For instance if a CSR had four skills and then the spreadsheet was set up to change this back to two particular skills. The first two skills would be chnaged but the 3rd and 4th skill are still there. It doesn't delete the extra skills. In the spreadsheet the fields are blank for 3rd and 4th skill.
Does anybody have any ideas on how do get this working. I'd prefer to use the Change agent login, rather than deleting and adding agents.

Thanks

 

[handlep]

Hi, I think this will solve your problem.

The way the Import facility works, as you've probably already realised, is that any fields left blank on the import matrix will remain unaffected on the switch. So the result you are currently seeing is correct, just not what you want. What you need to do is tell the switch to blank those fields, and DSA/ASA isn't fully clear in telling you how to do this. However, I've just had a play with the 'Find and Replace' facility, and found that if you enter "" in a field you want blanked, it works, and I then found this works in the same way for the Import facility. So, that's how to do it, just populate all the skill fields in your matrix with "" (and also the Skill Level fields, if this applies) that you don't want, and it should be OK.

Hope this helps.