Modifying Skills in CXone

Agent’s skills can be quickly modified in the event that extra coverage is needed on a specific channel (chat, phone).

Notify the agent before making changes to their skills. Changes take effect immediately.

To modify an agent’s skills, open ACD and locate the user:

Once in the user profile, click the Skills tab. From the skills tab

First uncheck the skills you want to deactivate.
After that, click the appropriate box next to the skill you wish to activate.

There may be more than 1 page of skills that need updating.

Prior to navigating to the second page, the agent’s proficiency has to be saved otherwise the changes will not be saved.
After saving, click the arrow to navigate to the second page and repeat the process.

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:

Under contact settings, set the agent’s phone occupancy to 1:

When finished, click done:

When moving the agent back to chat only, the contact handling skills will need to be set back to OFF for voice.