Assigning and unassigning agents from a skillset

You can assign an agent to one or more skillsets. Each agent is responsible for answering calls for the skillsets they are assigned to. You must add the agent to Contact Center before you can add them to a skillset.

You must disable the skillset before you assign or unassign an agent from it.

 

To assign an agent to a skillset

  1. Click the Contact Center heading.

  2. Click the Skillset List link.

    The Skillset List page appears.

  3. Click the Agents link for the skillset that you want to add agents to.

    The skillset must be configured before the Agents link appears.

    The Assigned Agents page appears.

  4. Click the Assign button.

    The Assign Agents page appears with the available agents displayed.

  5. Click the Assign check box for each agent you want to add to the skillset.

  6. Click the Submit button.

  7. The agent you selected appears on to the Assigned Agents page.

  8. Click the Close button to return to the Skillset List page.

 

To unassign an agent from a skillset

When you unassign an agent from a skillset, the agent is removed from the skillset but is not deleted from Contact Center.

If you want to log an agent off, go to Logging an agent off.
If you want to delete an agent from Contact Center, go to Deleting an agent.

  1. Click the Contact Center heading.

  2. Click the Skillset List link.

    The Skillset List page appears.

  3. Click the Agents link for the skillset you want to remove an agent from.

    The Assigned Agents page appears.

  4. Click the Unassign link for the agent you want to remove.

    A message appears that asks you to confirm your request to unassign the agent.
    If the agent you want to unassign is logged on, a message appears that asks you to force the agent to log off or ask the agent to log themselves off. Click the OK button.

  5. Click the OK button.

    The agent is removed from the Assigned Agents page.

  6. Click the Close button to return to the Skillset List page.