Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Re-skilling Agents
March 25, 2013
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4. Select the agent by clicking the agent’s login name. The Edit Agent window
appears (
5. In the Skill Groups pane you can:
■
Assign a new skill group to the agent. Click Add, and in the resulting
Select Skill Groups for Agent window, check the skill group you want to
add, and then click OK.
Select Skill Groups for Agent window, check the skill group you want to
add, and then click OK.
■
Delete a skill group from the agent. Select the skill group you want to
delete, and then click Remove.
delete, and then click Remove.
■
Remove all skill groups from the agent. Click Remove All to delete all skill
groups. Note that an agent must be assigned to at least one skill group.
groups. Note that an agent must be assigned to at least one skill group.
6. Click Save to save your changes. At the top of the window a message appears,
stating that the agent was saved successfully.
To add and remove agents from a skill group:
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 more sites (Site 2, Site 3, etc.).
This depends on the configuration of your system. These sites represent the
servers on which the Cisco Unified CCE 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.
This depends on the configuration of your system. These sites represent the
servers on which the Cisco Unified CCE 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 37.
Edit Agent window