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.

   

   

    

2. The Agent Assignment dialog box appears.

   

   

    

3. From the Agent Assignment list, choose a new agent and then click OK

   

Note: The preferred Agent assignment might be changed if the current preferred Agent is out of the office or away on break.