Cisco Cisco Agent Desktop 9.0 Installationsanleitung
Monitoring Requirements
August 8, 2012
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If sub skill groups are configured, and calls are queued to those sub skill groups, only
the calls queued to the primary sub skill group are reported in the Waiting field.
the calls queued to the primary sub skill group are reported in the Waiting field.
NOTE: Agents must be assigned to the base skill group in order for
the supervisor to view a team’s skill data in Supervisor Desktop. Only
the base skill groups appear in the Supervisor Desktop skill statistics.
If sub skill groups are enabled, agents must be assigned to those
groups; they cannot be assigned to the base skill group. In that case,
no skill data is displayed in Supervisor Desktop.
the supervisor to view a team’s skill data in Supervisor Desktop. Only
the base skill groups appear in the Supervisor Desktop skill statistics.
If sub skill groups are enabled, agents must be assigned to those
groups; they cannot be assigned to the base skill group. In that case,
no skill data is displayed in Supervisor Desktop.
See your Unified ICM Configuration Manager documentation for more information on
setting up skill groups and queues.
setting up skill groups and queues.
Reason Codes
In this version of CAD, reason codes are created and maintained in Unified ICM and
pulled into CAD. In previous versions of CAD, reason codes could be created and
maintained in both Unified ICM and in CAD.
pulled into CAD. In previous versions of CAD, reason codes could be created and
maintained in both Unified ICM and in CAD.
If you are upgrading from a previous version of CAD, any reason codes you may have
created in CAD will be lost in the upgrade. If you want those reason codes to be
available in this version of CAD, make sure they are created in Unified ICM.
created in CAD will be lost in the upgrade. If you want those reason codes to be
available in this version of CAD, make sure they are created in Unified ICM.