Editing agent configuration

Last Updated : Apr 21, 2022 |

About this task

Edit the configuration of one agent or a group of agents. When you edit agent configuration, you cannot modify the agent login ID. If you want to use a different login ID, you must duplicate the required agent configuration or add a new agent.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Agents.
  2. On the Agents screen, select the required agent or a group of agents.
  3. At the top-right corner of the screen, click the Edit icon.

    The Configuration Server displays the agent configuration fields.

  4. On the top half of the screen and in the General Options subtab, modify the required settings.
  5. Click the Agent Skills subtab and modify the required settings.
  6. Optional To add a new skill for the agent, on the bottom half of the screen, click Add New.
  7. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the agent configuration and redirects you to the Agents screen.

Related information
Agent configuration fields