How to Remove an Individual Technician from a Channel
Technicians and channels are assigned to Technician Groups. By default, each technician can work with sessions in any channel assigned to his Technician Group. To deny an individual technician access to a channel, follow this procedure.
- On the Organization Tree, select the technician that you want to remove from a channel.
- Select the Channels tab.
Result: The Channels tab shows a list of channels assigned to the selected technician.
- On the Channels tab, clear the checkmark next to the Assigned to… box for each restricted Channel.
Result: The assignment is applied immediately in the Administration Center. Any technician who is logged in to the Technician Console must log off and log in again before the change is applied.
This feature is useful if you use product- or platform-based channels and have technicians who may not be ready to support certain products or platforms.
Assume that you have assigned the Windows channel and Mac channel to Technician Group 1. All technicians in Technician Group 1 except for the technician named “Sample Technician” have the skills to handle Mac issues. In this case, you can remove “Sample Technician's” access to the Mac channel. "Sample Technician" will see sessions arriving to the Windows channel, but not the Mac channel. Once “Sample Technician” has the skills to handle Mac sessions, you can re-assign him to the Mac channel.