Cisco Cisco IP Contact Center Release 4.6.1
Mapping Agents to Skill Groups
After you have set up skill groups and agents, enter the assignments of agents to skill groups
as configured for the peripheral. Each agent can belong to zero, one, or more skill groups.
as configured for the peripheral. Each agent can belong to zero, one, or more skill groups.
You can use the Configuration Manager's Skill Group Explorer to map agents to skill groups.
How to Assign Agents to a Skill Group
Follow these steps to assign agents to a skill group:
Step 1
Within the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer.
The Agent Explorer window appears.
The Agent Explorer window appears.
Step 2
Select the filters you want and click Retrieve. The retrieved agents appear in the list box.
Step 3
Select the agent you want assign to a skill group and click the Skill Group Membership tab.
Step 4
This step depends on whether you want to add or to remove agent. On the Skill group membership
tab:
tab:
a.
To remove the selected agent from a skill group, select the appropriate skill group(s) and
click Remove.
click Remove.
b.
To add the selected agent to a skill group, click Add, and in the Add Skill Group Member
dialog, select the appropriate skill group(s) and click OK.
dialog, select the appropriate skill group(s) and click OK.
Step 5
When finished, in the Agent Explorer window, click Save.
How to Enable/Disable Agent Data at a Peripheral and Define an Agent Distribution
Follow these steps to enable/disable agent data at a peripheral and define an agent distribution:
Step 1
In the Configuration Manager menu, select Tools > Explorer Tools > PG Explorer. The PG
Explorer window appears.
Explorer window appears.
Step 2
Click Retrieve.
Step 3
In the tree list box, expand the appropriate logical controller and select the peripheral.
Step 4
In the Agent Distribution tab, select or deselect the Enable agent reporting check box.
Step 5
In the Agent Distribution Entries list box, select an existing distribution site or create a new one
by clicking New and entering values for the following fields:
by clicking New and entering values for the following fields:
a.
Administration & Data Server site name. The Admin site name for the
Primary/Secondary Pair (Site) name, as specified in the Web Setup tool.
Primary/Secondary Pair (Site) name, as specified in the Web Setup tool.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 7: Configuring Skill Targets
Agents