Adding agent skills in the Web Client

Last Updated : Oct 11, 2024 |
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Use this procedure to assign a new skill to an agent.
  1. Navigate to AdministrationAgent AdministrationChange Agent Skills.
  2. In the Current ACD list, select the active ACD for which you want to manage agent skills.
  3. In the Agent list, select the agent whose skills you want to update.
    ADDITIONAL INFORMATION:
    If you do not see the agent you want to manage, you can type their name or ID.
  4. Click Add Skill to assign a new skill.
  5. From the Skill list, select an available skill.
  6. In the Level list, select a priority level for the new skill.
  7. In the Interrupt Type list, select one of the following options:
    • NA: The agent cannot be interrupted.
    • AUTO: The agent can automatically be put into the Available state to receive calls.
    • MANUAL: The agent manually indicates if they are available to receive calls.
    • NOTIFY: The agent is notified and can choose to accept or reject the interruption.
  8. Click OK to close the Add Skill window and return to the Change Agent Skills page.
  9. Optional: If you want to replace the skills for additional agents, do the following:
    1. In the Select additional agents field, type agent names, IDs, or a range of IDs.
      ADDITIONAL INFORMATION:
      If you enter multiple values, use a semicolon to separate each entry.
    2. Click + to move agents from the Search Results area to the Selected Agents area.
    ADDITIONAL INFORMATION:
    Important:
    Do not perform this step unless you are sure that you want to override the existing skills for these additional agents.
  10. Do one of the following:
    • Click Apply to apply the change immediately.
    • Click Schedule to set up scheduling. For more information about scheduling, see the sections under Scheduling for administration jobs.