Approve or reject a skill review request

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • 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.

    Antes de Iniciar

    Role required: sn_wfo_skillreview.manager

    Por Que e Quando Desempenhar Esta Tarefa

    You will receive a notification when an agent in your assignment group submits a skill review request.

    Procedimento

    1. Navigate to Workspaces > Manager Workspace.
    2. Select the Coaching icon (Coaching icon).
    3. Select the Assessments tab.
    4. Select Skill review requests > Pending manager review.
    5. 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.
    6. Select Complete.

      The skills you've approved gets added to the agent's skill set.