Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Re-skilling Agents

March 25, 2013

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.

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.

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. If it is a new skill group, it might take up to 19 minutes
for 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, or you can select another team in
Supervisor Desktop and then return to the team to which you added
the new skill group.

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 (

Figure 35