Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

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 ICM 
Configuration Manager. The following rules apply:

■

If calls are queued to a base skill group, there must be no sub skill groups 
configured.

■

If a skill group does have sub skill groups configured, calls cannot be queued 
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. 

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.

See your ICM Configuration Manager documentation for more information on setting 
up skill groups and queues.

In this version of CAD, reason codes are created and maintained in ICM and pulled 
into CAD. In previous versions of CAD, reason codes could be created and 
maintained in both ICM and in CAD. 

If you are upgrading from a previous version of CAD, any reason codes you may have 
created in CAD will be lost in the upgrade. If you want those reason codes to be 
available in this version of CAD, make sure they are created in ICM.