Add/Remove Skills considerations

Last Updated : Jun 28, 2013 |

An agent or a supervisor cannot add or remove a skill if:

  • A direct agent call is in a queue for the skill.

  • A move is pending from Call Management System (CMS) or Communication Manager.

  • The agent does not log in to the system.

  • The agent is on an ACD call or in the After Call Work (ACW) mode for the skill.

  • The agent login ID does not have a Class of Restriction (COR) number that permits change of skills.

  • The skill number is invalid. For example, the skill number is Auto-Available Split or Skill (AAS) and the agent login ID is non-AAS.

  • The supervisor does not have a COR number that permits change of skills and a Class of Service (COS) number with console permissions.

  • The Tenant Number (TN) of the skill does not match the TN of the agent login ID.