The Agent assigned as the preferred agent can be changed at any time by performing the following steps:

  1. From the Preferred Agent Routing Entries tab, click Edit, located to the right of the entry.

    Edit Agent Assignment

  2. The Agent Assignment dialog box opens. From the Agent Assignment drop down menu select a new agent and click OK.

    Edit Agent Assignment

  3. The preferred agent assignment might be changed if the current preferred agent is out of the office or away on break.

To delete an entry:

  1. Click Delete, located to the right of the assignment you would like removed.

    Edit Agent Assignment

  2. The Delete Confirmation window opens. Click OK to remove the assignment from the table.

    Edit Agent Assignment