Adding engineer skills help you to solve tickets more efficient and helps to assign engineers to the matching tickets. Each engineer has preferences and different technical skills and matching them together ensures efficient dispatching and planning. Setting skills is also purposeful for the Optimizer.
Expand the menu by clicking the expand arrow in the Navigation OR click directly on the Dispatch symbol to reveal all options of Dispatch configuration.
Go to Dispatch configuration → Skills.
Search for skills, categories etc.
You can search through existing Skills, categories etc. by entering a keyword in the Search Bar.
- Click to open the New skill form.
- Fill in the New skill tab.
|Active toggle||Insert a Name for the new skill.|
|Name||Insert a description for the new skill.|
|Category||Assign the skill to a category from the drop down.|
|Description||Describe the new skill.|
|Skill Importance||Select a weight for the skill (can be Low, Medium, High).|
- Fill in the Assign to tickets tab.
- Click Save.
|Condition||Defines a condition for your filter criteria (currently Project, Customer and Affected).|
|Operator||Compares the condition with the comparison (eg. IS; LIKE; IS NOT; EQUAL; GREATER THAN; LESSER THAN).|
|Comparison||Defines with which comparison the condition is compared.|
By clicking the Plus button inside the Skill tab you can also directly create a new category:
Edit a skill
- Select the skill you want to edit from the list in the Skills Main Screen.
- Edit the wished form fields inside the following tab: Skill, Assign to tickets.
- Click Save.
Example: You want to create a skill called fluent english. You create the skill first in Skills tab and afterwards assign it to users that have this skill in users tab under skills.
Customize table view
Click on the customize table view symbol to adjust the displayed table view to your needs.