Cisco Cisco Unified Contact Center Management Portal 8.5 User Guide
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User Manual for Cisco Unified Contact Center Management Portal Release 7.2(3)
4. Check State Trace if you wish to let the system
track the agent’s state, such as whether they are
logged off or talking
logged off or talking
5. Use the Active From Date box to set the agent's
starting time and date (you may enter the date
manually in day/month/year format, or select a
date from the calendar)
manually in day/month/year format, or select a
date from the calendar)
6. Use the Active To Date box to set the agent's
leaving date
4. Check the Create Another checkbox to create another agent whose
settings are identical to this agent's except for their name and login
details
details
5. Click Save to create the agent, or Cancel to cancel agent creation
and return to your homepage.
To change an agent's team
1. Select the agent team to which the agent belongs from the drop-
down list
2. Click on the agent details icon (not the copy icon beside it) for the
agent you wish to edit. The Edit the current Agent page will
open, showing you the agent's details
open, showing you the agent's details
3. Click on the Agent Teams tab. The agent's current team
membership is shown
4. Select the agent team and click on the Remove button
5. You may optionally select a team from the list below and click on
Add to add the agent to that team. You can add the agent either as
a member of that team by checking the Member box, or as a
primary or secondary supervisor if they are a supervisor agent
a member of that team by checking the Member box, or as a
primary or secondary supervisor if they are a supervisor agent
6. Click Save
Agent Reskilling
The Skill groups option allows you to view and edit agent skill groups.
To see a skill group, click on the Skill group drop-down box and select
the skill group you wish to work with. A list of the agents associated with
the skill group will be shown below the box. A complete list of all the
agents who can be associated with the skill group (those who are on the
same peripheral as the skill group) is shown below that.
the skill group you wish to work with. A list of the agents associated with
the skill group will be shown below the box. A complete list of all the
agents who can be associated with the skill group (those who are on the
same peripheral as the skill group) is shown below that.
The agent list shows each agent's name, their status (such as R for Ready
or S for Synchronizing), and the date from which they are active in the
system (an Active From Date in the future indicates an agent who has not
yet started work). Clicking on the green arrow icon allows you to edit the
agent.
or S for Synchronizing), and the date from which they are active in the
system (an Active From Date in the future indicates an agent who has not
yet started work). Clicking on the green arrow icon allows you to edit the
agent.
To add an agent to a skill group
1. Select a skill group for the agent or agents to belong to.