Changing skills for direct agent calls using the PC Client

Last Updated : Nov 18, 2019 |
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  1. Perform one of the following actions:
    • Select a new skill from the Direct Agent Calls drop-down list.
    • Enter the name or number of the skill in the Assigned Skills column of the Agent Skills and Skill Levels group that will be used for queuing the direct agent calls to the specified agent. You may then select the skill from the Direct Agent Calls drop-down list.
    ADDITIONAL INFORMATION:
    The Direct Agent Calls list does not contain reserve skills. If the agent who is currently displayed has only reserve skills in the Assigned Skills list, no Direct Agent Calls can be assigned to that agent.