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Double check that all of the skills have been updated as intended. The agent’s skills should be changed back once additional assistance is no longer needed.
Moving Chat Agents to Phones
In order to move a chat agent to phones, supervisors will also have to modify the agent’s occupancy settings. From the user details page, select the Contact Settings tab and then the edit button:
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Under contact settings, set the agent’s phone occupancy to 1:
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When finished, click done:
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| Note |
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When moving the agent back to chat only, the contact handling skills will need to be set back to OFF for voice. |