Users with the queue_admin or queue_manager role can update a user profile.
To update a user profile:
In the Classic view’s left pane, click Work Queue Monitoring.
Navigate to the active work queue.
Click Active Users.
Click the queue’s number users link.
Select a user or group.
Select View>Properties>Profile.
To change a user’s skill set for a particular queue category, select the appropriate skill set from the drop-down list adjacent to that queue category, then click OK.