Updating Agents Skills in Agent Group

To update agent skills for the agents in an agent group:

1. In Ignite, log in as a Supervisor with System Administrator credentials.
2. Go to Tools > MiCC Web Configuration.
3. Select the agent group from the drop-down list.
4. Click the Update agent group members button on the right.

   The Agent Groups configuration page opens.

   This page lists the names and reporting numbers of the group members (agents).

5. Select one or multiple agents from the list that you want to update.
6. Select a suitable skill level for the agent from the Skill level drop-down list.
7. Select a presence status for the agent by clicking on the presence icons.
8. Click Apply.

   This will update the skill level and presence status of the agents.