Moving agents from one skill to another in the Web Client

Last Updated : Oct 11, 2024 |
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You can move multiple agents from one skill to another. The change only affects the skill you select. Other existing skills for the selected agents are not impacted.
  1. Navigate to AdministrationAgent AdministrationMulti-Agent Skill Change.
  2. Click the Move operation.
  3. In the Current ACD list, select the active ACD for the skill you are managing.
  4. In the From skill list, select the current skill that will be replaced with another skill.
  5. In the To skill list, select the new skill you want to assign.
  6. Select Level and Interrupt Type values for the new skill.
  7. 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.
  8. Click + to move agents from the Search Results area to the Selected Agents area.
  9. 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.