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Making Bulk Changes to Agents

Once you've selected the agents you want to update, use the Bulk Actions toolbar to apply changes across any of the three configurable fields — Routing Profile, Auto Accept Calls, and ACW Time Limit. The same Change Request workflow applies to all three.

Before You Begin

  • You need an administrative role with access to the Bulk Edit section. Submitting a bulk change may require Change Management approval, depending on your organization's role and instance configuration. See Change Requests and Timing.
  • Find the agents you want to update first. See Filtering Agents.

Selecting Agents

  1. Use the filter bar to find the agents you want to update.
  2. Check the box next to each agent you want to include. To select all agents in the current set, use the Select all rows group checkbox at the top of the table.
  3. The Bulk Actions toolbar appears above the table, showing the number of agents selected (Bulk Actions: [count]) and a button for each available action: Routing Profile, Auto Accept Calls, ACW Time Limit, and Export Selected.
  4. Click the action you want to apply. To deselect all agents, click Clear.

Warning: Select all rows selects the entire set reported by the toolbar count — not just the rows currently visible on screen. Check the count before applying a change.

Step-by-Step Instructions

Info: Each bulk action opens a dialog that lists every selected agent with their current value, plus a Summary showing how many agents currently hold each existing value (with ??? as the placeholder for the new value you haven't chosen yet). Review the Summary to confirm scope before clicking Apply Changes.

Tip — Remove an agent from inside the dialog: The bulk-change dialog lists every agent you selected. If you spot one you checked by mistake, you can remove it from the list right there in the dialog before clicking Apply Changes — only the agents still listed will be changed. This lets you correct an accidental selection without closing the dialog and starting over.

Routing Profile

Reassign multiple agents to a new Routing Profile in one action.

  1. With agents selected, click Routing Profile in the Bulk Actions toolbar.
  2. The Bulk Routing Profile Change panel opens. The left side lists your selected agents and their current Routing Profile.
  3. Open the Select a Routing Profile dropdown on the right and choose the new profile.
  4. Review the Routing Profile Summary to confirm how many agents you're changing and from which current profiles. (Observed in the live UI.)
  5. Click Apply Changes.
  6. In the Change Request Details window, fill in the optional Description and set the Criticality:
  7. a. Normal — No immediate business impact. b. Urgent — Critical business need or active outage.
  8. (Optional) Set a Date and Time for the change.
  9. Click Submit.

Auto Accept Calls

Update whether agents automatically receive contacts or must manually accept them.

  1. With agents selected, click Auto Accept Calls in the Bulk Actions toolbar.
  2. The Bulk Auto Accept Calls Change panel opens, showing your selected agents and their current setting.
  3. Under New Auto Accept Calls, choose Yes or No.
  4. Click Apply Changes, complete the Change Request Details window (see the Routing Profile steps above), and click Submit.

ACW Time Limit

Update the After Call Work duration for selected agents.

  1. With agents selected, click ACW Time Limit in the Bulk Actions toolbar.
  2. The Bulk ACW Time Limit Change panel opens, showing each selected agent and their current ACW value.
  3. Under New ACW Time Limit, select the value you need from the available options.
  4. Click Apply Changes, complete the Change Request Details window, and click Submit.

Info — What happens after you submit: Whether the change needs approval before it's applied depends on your organization's configuration, and processing time scales with the number of agents. See Change Requests and Timing for the full lifecycle and timing.

Troubleshooting

Problem Cause Solution
Apply Changes is grayed out You haven't chosen a new value in the dialog yet Select a value in the New … dropdown before clicking Apply Changes.
The change shows a Pending status you didn't expect Change Management is enabled for your role or instance, so the change is awaiting approval Contact your CxPortal administrator to confirm whether Change Management is required for your role or instance.