Change Settings of One Agent

View the work and pause times of one agent and change the skill levels and queue assignments.
  1. Where the agent's name is shown, select the agent by clicking the name. A menu opens.

    To view information of the agent and the settings you can change, select Show Details.

    The details view shows the agent information, conversation statistics of the day, assigned queues and skills.

    The work and pause times are configured in a user settings template in System Configurator by the administrator.

  2. To change:

    • The agent's status, use the status change button.

    • The agent's profile, choose the new profile from the drop-down list.

    • The skill level of the agent, choose the skill and click the level to which you want to set the skill.

    • The queue assignments, select the queues.

    The Set as External Agent setting is for phone queues only.

    When you select Prevent Queue Status Change, depending on the current queue status the agent cannot either sign in to the queue or sign out from the queue.

    Tip: You can start an agent guidance session with the agent or silently monitor them by clicking on the relevant button at the top of the view.