Supervisors can change reps' presence statuses, queue assignments, skill assignments,
and skill levels for Omni-Channel users. For example, to decrease wait time, increase customer
satisfaction, and increase operational efficiency, the supervisor can temporarily assign idle
agents to the busiest queues. Using the conversational interface, they explicitly identify skill
levels by number and presence statuses, agents, skills, and queues by name. A supervisor can
modify only the Omni-Channel users, queues, and skills that are visible based on their
supervisor configuration.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and
Developer Editions with Foundations, or Agentforce 1 or Einstein
1 Editions
|
Considerations
- A supervisor can modify only the service reps, queues, and skills that are visible based
on their supervisor configuration.
- Adding skill or queue assignments with Agentforce doesn’t overwrite existing assignments.
For example, if Martha is already assigned to the Messaging queue and the AI agent adds her to
the Phone queue, she now belongs to both queues. If needed, you can ask the agent to replace or
remove assignments. For example, you can say, “Assign only the Billing queue to Craig
Paterson.”
- You can include multiple changes in the same request. For example, you can say, “Add Tim
Cambell to the Support queue and set Aria Stinson’s German-speaking skill to 5.”
