Symptom / Need

You need to remove one or more skills assigned to an agent so that they no longer receive interactions related to those skills.

Context / Scenarios

• An agent has changed roles and no longer needs certain skills.
• The distribution of skills within the team needs to be reorganized.
• An agent has been reassigned to another department and needs to stop receiving interactions from a specific skill.

Answer (Solution/Recommendation)

To unassign a skill from an agent in wolkvox Manager, follow these steps:

1. Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents.
2. Locate the agent you want to remove one or more skills from. You can search for them by agent ID or name.
3. Right click on the agent and select the "Manage skills" option.
4. The "Add skills to agents" window will open, where the skills assigned to the agent are listed in the table on the right.
5. Select the skill you want to unassign and use the left-pointing arrow to remove it from the list.
6. If you want to unassign multiple skills at the same time, select them by holding down the Ctrl key (Windows) and using the left arrow.
7. Once you have removed the necessary skills, click "Save" to apply the changes.

💡 Note: Make sure the agent keeps at least one skill assigned if they are to continue receiving interactions in the operation.