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.