Cisco Cisco Agent Desktop 10.0 Guida Utente

Agent Re-skilling

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.

Dynamic Re-skilling must be enabled by your administrator on the ICM Admin Workstation Distributor node
of the CAD Configuration Setup utility. See the Cisco CAD Installation Guide for more information.

Note: Changes to precision queues must be made in Cisco Unified CCE Web Administration.

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.

Note: The new skill group shows up in the agent’s reports immediately. It might take up to 19
minutes for changes in skill group data to show up in the local database. To display data
immediately, you can ask the system administrator to perform a manual Directory Services sync.
You must click the Refresh button after the sync has completed to display the changes in
Supervisor Desktop.

Re-skilling an Agent

To re-skill an agent:

1. From the menu, choose Tools > Agent Re-skilling > Site 1. The supervisor login window for the Agent

Re-skilling tool appears.

Note: Your menu might display Site 1 only, or Site 1 and Site 2 only. The number of sites
depends on the configuration of your system. These sites represent the servers on which the
Agent Re-skilling tool is located. If you receive an error when you try to access a site, try
another site until you find the site that is active.