Requirements and considerations for changing agent skills

Last Updated : Oct 29, 2024 |

Review the following before using the Change Agent Skills page:

  • The option to change agent skills is only available for ACDs on which the EAS feature is activated.

  • You must select an active ACD. You cannot modify skills if the ACD link is down. You also cannot set up scheduling if the ACD link is down.

  • Use CMS Supervisor to change agent skills because it checks if the agent has the appropriate permissions for the newly-assigned skills. The CMS ASCII interface does not check permissions.

  • Agent skill changes take effect on the ACD system. The skill change remains in effect until another change is made through CMS Supervisor or the ACD system.

  • You can use a template when applying agent skill changes. A template is an existing agent profile where the skill settings are applied to other agent profiles. You can specify multiple agents individually and by using ranges. Entries can include up to 250 characters and are separated with semicolons. After you apply the skill settings, all agents specified will have the same skills, levels, interrupt types, and percentages as the agent profile being used as a template. Ensure that you have the same level of permissions for all agents specified in the change.

  • Skill changes take effect immediately for agents who are in the AUX work mode, Available state, or logged out. Changes remain pending for agents on calls or in ACW until they enter the AUX work mode, become available, or log out. Agents who frequently have calls on hold might have skill changes pending for a longer time than expected.

  • To modify the Level and Interrupt Type options for a skill, you must have Write permissions for that skill. You also need Write permissions to a skill to delete it.

  • Tenant users must have Write permissions for the agent whose skills they want to modify. A tenant user can only manage agents within their tenant.