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An agent’s Skill proficiency is set in Agent section of Flow on the New Agent or Agent Edit page.
If new skills are added to the contact center, they become immediately visible and usable to both Queues and Agents. Similarly, if an existing skill has its proficiency set to 0 on either an Agent or Queue, it will take effect immediately. Therefore, please use due caution when removing skills from Agents and Queues.
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