Agent skill changes take effect on the ACD system. The skill change remains in effect until another change is made through CMS Supervisor or the ACD system.

Skill changes take effect immediately for agents who are in the AUX work mode, Available state, or logged out. Changes remain pending for agents on calls or in ACW until they enter the AUX work mode, become available, or log out. Agents who frequently have calls on hold might have skill changes pending for a longer time than expected.