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IPCC 5.0 agent Skill Group membership view

varthis
Beginner
Beginner

Hi everyone,

Is there a way to configure the Agent Desktop software, so that the agent could see the peripheral name of the Skill Group that belongs to, and not the peripheral number in the Skill Group statistics?

Thank a lot in advance.

Varthis

1 Reply 1

rnarayana
Contributor
Contributor

Hello,

If you are talking about the display of the peripheral number when the call is delivered to the agent yes this can be done.

What you have to do is when the call is tranfered from IVR to ICM set a peripheral varible in IVR for each skill group.In IVR you can set the variables as 'Sales_group" etc.Assisgn this to some icm variable using set icm data,lets say call pheripheral variable 1.

In the CAD program the cad such a way that the call peripheral variable 1 is displayed.This can be done in the enterprise data setting.

I hope this helps.

Thanks,

Radhika

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