Cisco Cisco Agent Desktop 8.5 Guia Da Instalação
Cisco CAD Installation Guide
34
February 21, 2013
Setting Up Agents in Unified ICM
Setting Up Supervisors and Teams
For CAD 8.0 applications to work properly, your agents must be organized into teams
and some must be designated as supervisors. This is accomplished in Unified ICM.
See your Unified ICM documentation for information on how to do this.
and some must be designated as supervisors. This is accomplished in Unified ICM.
See your Unified ICM documentation for information on how to do this.
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
Unified 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
Unified 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. 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.
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.
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 Unified ICM Configuration Manager documentation for more information on
setting up skill groups and queues.
setting up skill groups and queues.
NOTE: When creating skill groups, the Skill Group ID must not be
0 (zero) in order for statistics to populate properly in Supervisor
Desktop. In Unified ICM Configuration Manager this ID is known as
the Skill Group Peripheral ID.
0 (zero) in order for statistics to populate properly in Supervisor
Desktop. In Unified ICM Configuration Manager this ID is known as
the Skill Group Peripheral ID.