Changing agent skills in the Web Client

Last Updated : Jun 19, 2026 |
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After adding skills for an agent, you can change the skill settings if required.
  1. In the Current ACD list, select the active ACD for which you want to manage agent skills.
  2. 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.
  3. In Call Handling Preference, select one of the following:
    • Skill Level
    • Greatest Need
    • Percent Allocation
  4. In Direct Agent Skill, select a skill to use when the agent is contacted directly.
  5. Select Service Objective to assign service objectives to the call handling preferences.
  6. In the Agent Skills area, click the skill that you want to change and select values for Level and Interrupt Type.
  7. 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.
  8. 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.