---
schema_version: "1"
id: 3c68b4d17b613497bc8f01a3687d157cb7366e84a4901eb8f55563bbf57465a9
title: Change a User’s Queues and Skills with an AI Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_change_user_queues_skills_with_copilot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_change_user_queues_skills_with_copilot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 835a5004ea622d66498389b523a4cf6bf7e8b02bb20db064eba4824ffd81e7d6
description: To quickly change an Omni-Channel user’s queues or skills, use the Agentforce (Default) conversational interface on a desktop or the Salesforce mobile app. Using the Update Omni-Channel User Configuration agent action, you can add or remove queue assignments, add or remove skill assignments, and change skill levels for these users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, you can assign idle reps to the busiest queues. You can modify only the reps, queues, and skills that are visible to you based on your supervisor configuration.
products:
  - Service Cloud
release: "264"
---
# Change a User’s Queues and Skills with an AI Agent

To quickly change an Omni-Channel user’s queues or skills, use the Agentforce (Default) conversational interface on a desktop or the Salesforce mobile app. Using the Update Omni-Channel User Configuration agent action, you can add or remove queue assignments, add or remove skill assignments, and change skill levels for these users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, you can assign idle reps to the busiest queues. You can modify only the reps, queues, and skills that are visible to you based on your 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 the Einstein for Sales, Einstein for Service, or Einstein Platform add-on.</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="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41053e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41053e72 ">To use Agentforce (Default):</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41053e72 ">
              <p dir="ltr">Manage Agentforce Default Agent</p>
              <p dir="ltr">OR</p>
              <p style="margin-bottom:0;" dir="ltr">Use Agentforce Default Agent</p>
            </td>

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

1. To open Agentforce (Default) and change an assignment, click ![Agent icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/icon_einstein.png).
2. Enter your question or request. For example, enter Add Craig Tarin and Anelly Jackson to the Phone and Chat queues.
    
    ![Supervisor request to add user to a queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/copilot_update_user_config.png)

#### See Also

- [Agents and Data Usage](https://help.salesforce.com/s/articleView?id=ai.agent_data_usage.htm&type=5&language=en_US)
- [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&type=5&language=en_US)