Allow Supervisor to change skill of Agent. Finesse11

[Ritesh Desai]

Hi folks,

Do anyone have tried configuring permissions for Supervisor allowing to change the Agent skill in Cisco Finesse 11? Am aware about the Agent state. Tried googling on forum but bot found.

Any URL's or guide links is appreciated.

Thanks...

Regards,

Ritesh Desai.

[Deepak Rawat]

You don't need to assign any permissions other than what supervisor already have. Simply login into UCCX with supervisor credentials and you will be able to assign skills to the resources provided Supervisor Access is set to either Access to Supervisor's Teams only or Access to all teams under

CCX Administration >> System  Parameters

Regards

Deepak

[Ritesh Desai]

Deepak,

Apology, missed to add. Am using UCCE 11. How can I config in UCCE?

regards,

Ritesh Desai

[Chintan Gajjar]

Hey Ritesh, have you already looked at agent reskilling tool?

[Ritesh Desai]

Hi Chintan,

Thanks for hint. I never heard of. I went through Agent Re-skilling in UCCE Administration Guide 10. There are 2 places i found,

1. cmd > limiting agent skill change.

2. web based agent re-skilling tool for supervisors. I tried accessing using URL: https://ICMIPaddress/reskill, no luck. it gives 404 error.

Please guide. 

[Chintan Gajjar]

what url you tried?

http://<ip address or hostname of the Distributor>/reskill

[Ritesh Desai]

Hi Chintan,

Am exploring this function on lab infra in my office. I have deployed SPRAWLER in my environment. So, i entered ICM IP address. (https://192.168.3.141/reskill)

Its giving me HTTP:404. Webpage not found.

Any guess what is the issue.

regards,

Ritesh Desai

[Chintan Gajjar]

oh ok, you have to enable it on distributor using web setup tool.

you will get option like Agent reskilling tool, CMS and ISE. enable the re skilling and try again.

[Ritesh Desai]

Chintan,

Agent reskilling and ISE were already selected during ICM websetup. I hv question...

1. Does Supervisor have to be in same SG to define agent in that skill. Eg: Supervisor is in Sales.SG and Support.SG. Agent is in Backline.SG. In this scenario will Supervisor will able to change Backline.SG to Support/Sales.SG?

Configuration:

1. Each agent in 2 difft. SG (Sales.SG and Support.SG)

2. Supervisor in 2 difft. SG (Sales.SG and Support.SG)

3. Supervisor in 2 difft teams (Backline and Fronline)

regards,

Ritesh Desai

[Chintan Gajjar]

if agent is supervisor of the team where agent belong, the supervisor can assign them to any configured skills.

[Ritesh Desai]

Chintan,

So you mean to say supervisor can re-skill agent only if skill is configured for that agent.

Pls correct if am wrong.

regards,

Ritesh Desai

[Chintan Gajjar]

Supervisor can add/remove agents in any skill group,  the only requirement here is the supervisor should be added as primary or secondary supervisor of agent's team.

you can check above in agent team list, select the team where agent belong and on the supervisor tab add the appropriate supervisors.

please note, in ICM agent team is different concept than Skill group.

[Will Pettit]

How do you enable this? Re-skilling isn't enabled on our system, but I can't find any documentation on how to actually enable it? Where is this tool?

Thanks

[bill.king1]

It is likely not enabled since it has been deprecated for your system, here's one of the references about it.

https://supportforums.cisco.com/discussion/12625971/re-skill

as well as here:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_5_1/Release/Guide/UCCE_BK_R6251530_00_release-notes-for-cisco-unified/UCCE_BK_R6251530_00_release-notes-for-cisco-unified_chapter_00.pdf

You'll probably see references to selecting it during install on the older versions.