About changing agent skills using the PC Client

Last Updated : Nov 07, 2019 |
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Resource Id: chgagtskillsmap
Use the Change Agent Skills window to configure agent skills on systems with Expert Agent Selection (EAS).
Use this feature to perform the following actions:
  • View the current skill assignment
  • Change the skills of an agent or agent template
  • Add agents to an agent template
  • Set the skill of an agent or agent template to Primary or Secondary
  • Set the level of the skill for an agent from 1 to 16
Related links
Agent skill changes
Changing agent skills using the PC ClientChanging call handling preference using the PC ClientChanging skills for direct agent calls using the PC ClientChanging the type associated with the skill using the PC ClientChanging the interrupt type associated with the skill using the PC ClientRemoving skill assigned to the agent or template using the PC ClientAdding a skill to the agent or template using the PC ClientSpecifying a new percent allocation using the PC ClientAssigning the top skill for the agent using the PC ClientApplying changes to multiple agents using the PC ClientFinishing making changes using the PC ClientChanging skill assignment for other agents or templates using the PC Client