John_In_Dakota

Go to Contact Center Managment, click on view/edit, goto assignment. This is were you can schedule an agent to be in different skillsets. You need to schedule this to start and stop. Say at 9:00am agent "Fred" needs to be in skillset "loud customers" and at 10:00am he needs to be brought back to "nice customers"

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We need change in this country...

pbxn

Thanks John

fabricoh330

You need them to get moved into another queue and not another skillset. The solution provided will move them into a different skillset but the queue on the phone will not change and since you referenced maxp I assume you need to change the queue on the phone.

If this is the case then in CCMA 6 (if that is what you are running) when you go into an agents profile under Contact Center Manager and view agent details, you will see a field for ACD Queue which will most likely be blank. If you fill in the queue you want the agent moved to and submit the change, then the next time they log in the phone they log into will be moved to the queue specified in their profile. This is a great new option so that if CCM goes down and you have the ACD Queue info set for each agent, no matter where they are logged in they will get the calls they should get because the default queue follows them as it is now part of their CCM profile.

If you are not running CCMA 6 then you will need to make the queue cahnge on the phones from the PBX.