Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Supervisor Desktop User Guide
62
July 2008
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.
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.
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.
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. The supervisor login
window for the Agent Re-skilling tool appears (
NOTE: Your menu may 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.
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.
Figure 35.
Supervisor Login window