Overriding Inherited Skills for an ACD Agent

To override the default Proficiency and Desire to use levels an agent inherited from a Workgroup ACD skill assignment:

1. Double-click a user (such as, agent) name from the list of CIC users in Interaction Administrator.

2. Select the ACD configuration property page.

3. Below the Skills field, click the Add button to display the Add Skill drop-down list.

4. Select a skill name that matches one of the Inherited Skills (on the left side of the page) and click OK. The selected skill name appears in the Skills field.

5. Type a number between 1 and 100 in the Proficiency field and between 0 and 100 for the Desire to use entry field. These numbers override the default Proficiency and Desire to Use levels under the Inherited Skills on the left side of the screen.

6. Click OK to save the skill assignment.