Editing agent configuration

Last Updated : Sep 18, 2026 |
Prolog information
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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.
When you edit a group of agents, the Name and Permission Sets (COR) fields are unavailable for editing. To modify these fields, you must edit each agent configuration separately.
  1. On the Configuration Server web portal, go to AdministrationContact CenterAgents.
  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.
    STEP RESULT:
    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. 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.
    STEP RESULT:
    The Configuration Server saves the agent configuration and redirects you to the Agents screen.
Related links
Agent configuration fields