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
Click the Contact Center heading.
Click the Skillset
List link.
The Skillset List page appears.
Click the Agents
link for the skillset you want to change the agent priority of.
The Assigned Agents page appears.
Click the Change
button.
The Change Agent Priorities page appears.
Select 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.
From the Priority list box select the priority you want to assign.
Click the Submit
button.
The Assigned Agents page shows the new priority.
Repeat steps 4 through 7 for each agent you want
to change.
Or
NOTE: Before you can change an agent's priority, the agent must be logged off. Ask the agent to log off or Force Off the agent and make the changes.
Click the Contact Center heading.
Click the Skillset
List link.
The Skillset List appears.
Click the Agents
link of the skillset for which you want to change the agent priority.
The Assigned Agents page appears.
Click the Change
link beside the agent's name whose priority you want to change.
The Change Agent page appears.
From the Priority list box select a priority you want to assign.
Click the Submit
button.
The Assigned Agents page shows the new priority.