Right-clicking an agent in the Agents module opens the menu for this agent. It does not appear on your own row.
| Entry | Effect |
|---|---|
| Activate wrap-up, Release wrap-up | Switches the agent’s manual wrap-up on or off. Dynamic wrap-up cannot be ended this way. |
| Activate activity, Release activity | Puts the agent into an activity that you choose in the submenu, or ends it. |
| Logoff | Logs the agent off immediately; their program closes. Only possible as long as they are not handling a conversation. |
| Supervision on, Supervision off | Switches the review of all of this agent’s emails on or off — see Reviewing emails. The entry is not available for other supervisors. |
| Send message | Sends the agent a message — see Message to an agent. |
| Change skill settings | Changes the agent’s skills, see below. |
Your interventions need no permission and take effect immediately, even if skill restrictions would otherwise apply. The agent only sees that their state changes.
Changing an agent’s skills
Change skill settings opens a window with a table: one row per skill, one column per type of conversation — for example Inbound call, Virtual call, Email, Chat, Web callback or Voice recording. In each cell, you choose “-” for not responsible or a qualification level.
- Your changes take effect immediately.
- The cells can only be changed if the agent’s profile allows Skill/Language changes.