Changing agent skills using the PC Client

Last Updated : Nov 18, 2019 |

Procedure

  1. From the Controller window, select Commands > Agent Administration.

    CMS Supervisor displays the Agent Administration window.

  2. In the ACD field, select the ACD for which you want to change agent skills.
  3. In the Operations list, highlight Change Agent Skills.
  4. Select OK.

    Supervisor displays the Select Agent/Template window.

  5. In the Select Agent/Template window, enter the Agent ID using one of the following methods in order view or change their skills:

    • The agent login ID

    • The name of the agent

    • An agent template

    See the beginning of this section for more information on agent templates.

  6. Select OK.

    Supervisor displays the Change Agent Skills window with the agent or template name and login ID in the title bar.

    The skills and skill level for the agent or template that you named are shown in the Assigned Skills field and Level field, respectively.

    Skill names are shown for the skills that are defined in the Dictionary. Skill numbers are shown for the skills that are not defined in the Dictionary.

    These skill settings for an agent can be passed on to other agent profiles. To specify the agents who are to receive the skill settings, select Use for one or more Agents and enter the agent IDs in the associated field.

  7. Choose one of the following options to change the skills of this agent or template: