Enable supervisors to use the Update Omni-Channel User Configuration agent action to update a rep’s queue and skill assignments.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer editions with the Einstein for Sales, Einstein for Service, or Agentforce Platform add-on. |
- Verify that skills-based routing is enabled.
- Verify that Enhanced Omni-Channel is turned on in the Omni-Channel settings.
- Set up the Agentforce agent.
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Add these actions to the topic.
Action Description Update Omni-Channel User Configuration Performs the update, like adding a skill to the rep. Identify Object by Name Finds the object, like queue or skill, to add to or remove from the rep. Identify Record by Name Finds the rep by name. - Add the topic to the agent that will be used to change a rep’s queue and skill assignments.