Cisco Cisco Agent Desktop 8.0 Mode D'Emploi
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Re-skilling Agents
March 25, 2013
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Re-skilling Agents
The Agent Re-skilling tool is a browser-based application that enables you to 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 need for the agent to log out and log in
again.
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 need for the agent to log out and log in
again.
Dynamic Re-skilling must be enabled by your administrator on the ICM Admin
Workstation Distributor node of the CAD Configuration Setup utility. Refer to the Cisco
CAD Installation Guide for more information.
Workstation Distributor node of the CAD Configuration Setup utility. Refer to the Cisco
CAD Installation Guide for more information.
The Agent Re-skilling tool can run in your integrated browser if the browser is enabled.
Re-skilling can be done on the agent level and on the skill group level. You can add
and remove skill groups from an agent, or you can add or remove agents from a skill
group.
and remove skill groups from an agent, or you can add or remove agents from a skill
group.
NOTE: The new skill group shows up in the agent’s reports
immediately. It might take up to 19 minutes for changes to skill group
data to show up in Supervisor Desktop. To display data immediately,
you can ask the system administrator to perform a manual Directory
Services sync.
immediately. It might take up to 19 minutes for changes to skill group
data to show up in Supervisor Desktop. To display data immediately,
you can ask the system administrator to perform a manual Directory
Services sync.
To add or remove skill groups from an agent:
1. From the menu, choose Tools > Agent Re-skilling > Site 1. The supervisor login
window for the Agent Re-skilling tool appears (