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Change a Rep's Queues and Skills with Command Center for Service

Change service reps' queues and skills as needed on the Service Reps tab of Command Center for Service. You can see and modify only the queues and skills that are visible to you based on your supervisor configuration. If you aren’t assigned to a supervisor configuration, then you can see all skills, up to 2,000 skills. The first 2,000 records appear, sorted in alphabetical order.

Required Editions

View supported editions.
User Permissions Needed
To create or change queues:

Manage Queue Memberships

OR

Customize Application

AND

Manage Public List Views
To change queues created by other users:

Manage Queue Memberships

OR

Customize Application

AND

Manage Public List Views and Manage Users
To change skills:
  • Create, read, update on service resources
  • Read access and Edit access for the Active field on Service Resource field-level security
  • Read access and Edit access for the following fields on Service Resource Skill field-level security: End Date, Start Date, and Skill Level
  1. Open the Service Reps tab in Command Center for Service. 
  2. To change the queues to which service reps are assigned, select the service reps, and then click Change Queues.
    If the Change Queues button isn’t visible, verify that the Change Queues action is added to your supervisor configuration. The Change Queues window shows the service reps and queues that are visible to you. Voice queues aren’t listed in the Change Queues window.
    Tip
    Tip To assign a Voice queue to a service rep, use the Queues Backlog tab in Command Center for Service.
  3. To change the skills assigned to service reps, select the reps, and then click Change Skills.

    If the Change Skills button isn’t visible, verify that the Change Skills action is added to your supervisor configuration. The Change Skills window shows the service reps and skills that are visible to you.

See Also