Approve or reject a skill review request
Review skills when your team updates their skill proficiencies and requests approval. You can approve or reject each of those skills. The skills that you approve are added to the agent's profile.
Before you begin
Role required: sn_wfo_skillreview.manager
About this task
You will receive a notification when an agent in your assignment group submits a skill review request.
Procedure
Navigate to Workspaces > Manager Workspace.
Select the Coaching icon (
Image omitted: coaching-icon-uib.png
Coaching icon\).
Coaching icon\).
Select the Assessments tab.
Select Skill review requests > Pending manager review.
Select an agent to approve or reject the skills.
In the Comments field, you can add a comment for approving or rejecting the skill.
- To approve one or more skills, select the skills and select Approve. You can also select Approve All to approve all skills.
- To reject one or more skills, select the skills and select Reject. You can also select Reject All to reject all skills.
- Select Complete.
The skills you've approved gets added to the agent's skill set.
Parent Topic:Skills Management in Workforce Optimization for ITSM