Enable Supervisors to Update a Rep’s Queue and Skill Assignments with Agentforce
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.
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.
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