Cisco Cisco Agent Desktop 9.0 Guide De Montage
Cisco CAD Installation Guide 7.1
24
November 2006
Skills Statistics
The number displayed in the Skills statistic field “Waiting” in Agent Desktop and
Supervisor Desktop (representing the number of calls currently queued to the skill
group) is dependent on how you configure skill groups and set up queues in ICM
Configuration Manager. The following rules apply:
Supervisor Desktop (representing the number of calls currently queued to the skill
group) is dependent on how you configure skill groups and set up queues in ICM
Configuration Manager. The following rules apply:
■
If calls are queued to a base skill group, there must be no sub skill groups
configured.
configured.
■
If a skill group does have sub skill groups configured, calls cannot be queued
to the base skill group.
to the base skill group.
If calls are queued to the base skill group, all the calls queued to that skill group are
reported in the Waiting field.
reported in the Waiting field.
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 ICM Configuration Manager documentation for more information on setting
up skill groups and queues.
up skill groups and queues.
Reason Codes
In this version of CAD, reason codes are created and maintained in ICM and pulled
into CAD. In previous versions of CAD, reason codes could be created and
maintained in both ICM and in CAD.
into CAD. In previous versions of CAD, reason codes could be created and
maintained in both 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 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 ICM.