Cisco Cisco E-Mail Manager Unity Integration Option Maintenance Manual
About the Cisco Unified Contact Center Enterprise Agent Re-skilling Tool
The Unified CCE Agent Re-skilling Tool is an optional, browser-based application designed
for use by Unified CCE call center supervisors. It lets you change the skill group designations
of agents on your team, and quickly view skill group members and details on individual agents.
Changes made to an agent's skill group membership take place immediately without the need
for the agent to exit and re-enter the system.
for use by Unified CCE call center supervisors. It lets you change the skill group designations
of agents on your team, and quickly view skill group members and details on individual agents.
Changes made to an agent's skill group membership take place immediately without the need
for the agent to exit and re-enter the system.
Note:
• If an agent is currently in a call, a change to the agent's skill group membership takes place
after the call has terminated.
• The Agent Re-skilling Tool is an optional tool and must be installed for you to take advantage
of these features.
Modifying the Skill Groups Per Agent Limit
Unified ICM and Unified CCE impose a default limit on the number of skill groups that you
can assign to a single agent. Once this limit is reached, additional skill groups cannot be assigned.
The default limit is specified in the Cisco Unified Contact Center Enterprise 8.x Solution
Reference Network Design (SRND). The limit considers the total of both skill groups and sub-skill
groups.
can assign to a single agent. Once this limit is reached, additional skill groups cannot be assigned.
The default limit is specified in the Cisco Unified Contact Center Enterprise 8.x Solution
Reference Network Design (SRND). The limit considers the total of both skill groups and sub-skill
groups.
If desired, you can use the ConfigLimit Tool to specify your own limit on the number of skill
groups that can be assigned to an agent. For optimum performance, you can specify a limit far
lower than the system default (refer to the Cisco Unified Contact Center Enterprise 8.x Solution
Reference Network Design (SRND) for performance considerations in choosing a skill groups
per agent limit).
groups that can be assigned to an agent. For optimum performance, you can specify a limit far
lower than the system default (refer to the Cisco Unified Contact Center Enterprise 8.x Solution
Reference Network Design (SRND) for performance considerations in choosing a skill groups
per agent limit).
Warning: Setting a default value for skill groups per agent that is higher than the system
default can adversely affect system performance. Cisco will not support configurations
that exceed the default value.
default can adversely affect system performance. Cisco will not support configurations
that exceed the default value.
Caution: The ConfigLimit tool is a command-line tool utility from the bin directory of all
Unified ICM/CCE Administration & Data Servers. Access is limited to users with privileges
for the Setup or Config Groups in Active Directory for the chosen customer instance.
(Refer to the Outbound Option Guide for Cisco Unified Contact Center Enterprise & Hosted
for detailed information about the ConfigLimit tool.)
Unified ICM/CCE Administration & Data Servers. Access is limited to users with privileges
for the Setup or Config Groups in Active Directory for the chosen customer instance.
(Refer to the Outbound Option Guide for Cisco Unified Contact Center Enterprise & Hosted
for detailed information about the ConfigLimit tool.)
Using the ConfigLimit Tool
To change the skill groups per agent limit in configlimit.exe:
Step 1
Launch a command line window on any Administration Client or Administration & Data Server.
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
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Chapter 1: Cisco Unified Contact Center Enterprise Agents
About the Cisco Unified Contact Center Enterprise Agent Re-skilling Tool