03-26-2020 03:35 AM
Hello - We have added the Advanced Supervisor Capability gadget to Finesse Supervisor desktop. A question came up if the supervisor has the capability to change the competence level of an agent within a queue. Under queue management under this gadget it looks like that is not editable. Is there a way for supervisor to do this? In appadmin page logging it with a supervisor they can get to that resource however when they try to save the change to the competence level they get an error "unauthorized to access this page". Is this even supported?
03-26-2020 05:59 AM
looks like we are hitting this bug. https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvt37041/?rfs=iqvred
06-12-2020 08:53 PM - edited 06-12-2020 08:57 PM
I just installed 12.5 ES01 and it did not fix the issue as the ES01 readme stated. Checking with TAC, but we still can't modify the skill levels of agents from the ASC gadget.
Looks like the Bug ID may have been referring to the AppAdmin page instead of the Gadget.
06-13-2020 12:17 AM
09-02-2021 03:22 AM
I am wondering, did you able to get the answer to it? I dont think it is possible even from version 12.5. As per my understanding you have to rely on the CCX administration page (appadmin) to make the changes in the user's competence level.
Regards
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