Skill Matrix: Provides an overview of all skill assignments.

This can be used to record the case categories a user can work that are outside of their usual work queues.
For example if a user is up skilled on a case for another team. Only if the skill matrix is set to active will that user receive those cases.

How to Change Skill Matrix records

Click on display change button for further options.

Change mode enabled.

Entries can be deleted using the button.

Adding a New Skill for a User

Skills are added for a specific user.
Note: Make sure you have selected the right user before you start.

New entries can be added using button.

This will open a new selection where the Skill details can be added:

Start typing in the BPEM case category field to get suggestion:

Either the case category or case description can be used to search

Select active or inactive:

Click on Add. The skill is added:

Deactivate Skill Matrix

To deactivate the case click on the item in change mode and toggle the active / inactive switch:

Click Save – the skill matrix entry will be displayed as inactive.

For more details on Skill Matrix refer to the Release Note 4.3 Skill Matrix


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