Changing an agent's priority in a skillset

If you use Enhanced or Professional Call Center, agents can have different priorities depending upon which skillset they are logged on to. For example, when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset.

Before you can change an agent's priority:

 

To change an agent’s priority in a skillset for CallPilot 100/150 or Business Communications Manager

  1. Click the Call Center heading.

  2. Click the Skillset List link.

    The Skillset List page appears.

  3. Click the Agents link for the skillset you want to change the agent priority of.

    The Assigned Agents page appears.

  4. Click the Change button.

    The Change Agent Priorities page appears.

  5. Click the Change check box for the agent whose priority you want to change.

    You can select more than one agent if you want to assign them the same priority.

  6. From the Priority list box select the priority you want to assign.

  7. Click the Submit button.

    The Assigned Agents page shows the new priority.

    Repeat steps 4 through 7 for each agent you want to change

 

To change an agent’s priority in a skillset for BCM50

NOTE: Before you can change an agent's priority on BCM50, the agent must be logged off. Ask the agent to log off or Force Off the agent and make the changes.

  1. Click the Call Center heading.

  2. Click the Agent List link
    The Agent List appears

  3. Click the Change link for the agent you want to change.
    The Change Agent page appears

  4. From the Priority list box select a priority you want to assign.

  5. Click the Submit button.
    The Agent List page shows the new priority.