Deleting agent skills in the Web Client

Last Updated : Oct 25, 2024 |
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You can delete a skill that an agent no longer needs. For example, if an agent will no longer be handling home insurance calls, they do not need the skill associated with home insurance. If the agent only has one assigned skill, you must add new skills for the agent before deleting the current skill.
  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 Delete next to the skill entry you want to delete.
    ADDITIONAL INFORMATION:
    You cannot remove the direct agent skill, which is used when someone contacts the agent directly. If an agent only has one skill assigned, you cannot delete it.
  5. 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.
  6. 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.