Agent channel management
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Agent Channel Management

An agent's channel settings are either inherited from the agent group that they are a member of, or they can be configured individually for each agent. The channel settings define which channels can interrupt other channels, when the agent is busy.

  1. Click the Menu MenuButton.png button and then select Settings.
  2. Click Manage Agents.
  3. Select the agent to manage from the drop-down list.

Note: you can only edit agents in the agent groups that are assigned to you.

  1. Click Agent Channels.
  2. Select Inherit Agent Group settings.
  3. Select the agent group from the drop-down list to inherit the settings from.

  1. Click the Save button.