Assigning a skill to multiple agents in the Web Client

Last Updated : Oct 11, 2024 |
Prolog information
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You can select a configured skill and then add agents to it. The agents you add will receive calls for the skill.
  1. Click the Add operation.
  2. In the Current ACD list, select the active ACD for the skill you are managing.
  3. In the Skill list, select the skill to which you want to add agents.
  4. In the Level list, select a priority level for the skill.
  5. 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.
  6. In the Agents field, enter agent names or IDs.
    ADDITIONAL INFORMATION:
    If you enter multiple values, separate them with a semicolon. The entries are displayed in the Search Results area.
  7. Click + to move the agents you want to assign from the Search Results area to the Selected Agents area.
    ADDITIONAL INFORMATION:
    The agents in the Selected Agents area will be assigned to the skill.
  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.