---
schema_version: "1"
id: df13b779d397e07898b3b3b8e813acb00c0d3010b28011f56e489cf855d4e058
title: Service | Update Omni-Channel User Configuration
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/copilot_actions_update_user_config.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.copilot_actions_update_user_config.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 30e772af376db0c1487b155b1132c4ce09a7531e27daddaa29d929b8f22acd44
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Service | Update Omni-Channel User Configuration

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations, or <strong>Agentforce 1</strong> or <strong>Einstein 1</strong> Editions</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d182900e77">User Permissions Needed</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d182900e80">&nbsp;</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d182900e77 d182900e80 ">See <a href="https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&amp;type=5&amp;language=en_US" target="_blank">Common User Access for Standard Agent
              Actions</a>.</td>

        </tr>
      </tbody>
    </table>

## Action Details

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">UpdateOmniUserConfiguration</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard Action</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Required Setup</td><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.copilot_action_set_up_for_service_cloud.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Einstein Copilot Actions for Service Cloud</a></td></tr></tbody></table>

## 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.”

#### See Also

- [Change What Supervisors See in Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&type=5&language=en_US)