Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide 7.1
50
November 2006
Re-skilling Agents
The IPCC Agent Re-skilling Tool is a browser-based application (which can run in the
integrated browser window, if enabled) 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.
integrated browser window, if enabled) 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.
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. If it is a new skill group, it may 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.
immediately. If it is a new skill group, it may 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.
NOTE: Your menu might display just Site 1, or Site 1 and Site 2. This
depends on the configuration of your system. These sites represent
the servers on which the Cisco Unified Contact Center 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.
depends on the configuration of your system. These sites represent
the servers on which the Cisco Unified Contact Center 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.
The supervisor login window for the Cisco Unified Contact Center Agent
Re-skilling tool appears (see
Re-skilling tool appears (see
).