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.