Agent skill changes

최근 업데이트 : Oct 25, 2024 |

Use the Change Agent Skills page to manage the skills assigned to an agent. You can add a skill, delete a skill, or change skill settings. When adding and managing skills, you can apply the change immediately or set up scheduling. When applying skill changes for an agent, an optional field is available to select additional agents. Use caution before selecting additional agents because the current skill change will override the existing skills for these agents. For the main agent you are modifying, existing skills are not impacted.

Scheduling for agent skills

The scheduling option is only available in the Web Client. Scheduling is useful if your agent needs to handle different types of calls at different times. For example, you might want an agent to only handle auto insurance calls on Monday, Tuesday, and Thursday, and then handle other insurance calls on other days.

If you add a skill on the Change Agent Skills page after setting up scheduling, that skill is not added to your scheduled job. You can edit the schedule for an existing job from the Scheduler page, but you cannot add skills or modify other skill-related operations. If you want to add a skill after scheduling a job, you must delete the scheduled job and set up a new one.