State of Wisconsin Department of Health Services

Release 26-01 February 04, 2026

7.7 Assigning Languages

Demo Video

Assigning Languages

Agents are assigned to queues based on their specific skills and spoken languages. Local administrators can assign and reassign agents as needed, including assigning skills for multiple languages. 

7.7.1 Assign Agent Skills - English

To assign an agent as an English speaker:

1. Click the Menu button.
2. Click User Management, then click Users.
3. Select the agent’s name from the list or use the Search field to find and select the agent. 
   
4. Select ACD Skills.
5. Place the cursor in the Select Skill field to display the options and select English, or type English in the Select Skill field.
   
6. Assign the agent five stars.
7. Place the cursor in the Select Language field to display the options and select English.
   
8. Assign the agent five stars. Click Save to apply the changes and return to the list of agents or click Save & Continue to apply the changes and remain on this agent’s Skills page.
   

7.7.2 Assign Agent Skills - Spanish

To assign an agent as a Spanish speaker:

1. Click the Menu button.
2. Click User Management, then click Users.
3. Select the agent’s name from the list or use the Search field to find and select the agent.
4. Select ACD Skills.
5. Place the cursor in the Select Skill field to display the options and select Spanish, or type Spanish in the Select Skill field.
6. Assign the agent five stars.
7. Place the cursor in the Select Language field to display the options and select Spanish.
8. Assign the agent five stars. Click Save to apply the changes and return to the list of agents or click Save & Continue to apply the changes and remain on this agent’s Skills page.
   

7.7.3 Assign Agent Skills - Hmong

To assign an agent as a Hmong speaker:

1. Click the Menu button.
2. Click User Management, then click Users.
3. Select the agent’s name from the list or use the Search field to find and select the agent.
4. Select ACD Skills.
5. Place the cursor in the Select Skill field to display the options and select Hmong.
6. Assign the agent five stars.
7. Place the cursor in the Select Language field to display the options and select French. French is the Language selection to be used to represent Hmong.
   
8. Assign the agent five stars. Click Save to apply the changes and return to the list of agents or click Save & Continue to apply the changes and remain on this agent’s Skills page. 
   

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Publication Number: P-03208