Option to find who changed Skill Group of agent in ICM

[Adventity BPO]

Hi,

We are using ICM 7.5.8 and Re-Skilling is Enabled. TL's have been provided access to Web Re-Skill tool to move agents to different skill groups on the fly. Is there any option to find which TL changed an agent from one skill group to other.

[Christos Georgiadis]

Never tried that but I think  you can use the dumpcfg tool from icm to track down changes in the configuration

In a nutshell here is how you should use it

From a command prompt

dumpcfg server [high recovery key]

Database: Logger DB (case sensitive)

server: hostname of the aw or logger. if you are running the command at the server in question you can replace the @server with a dot

'low recover key' and 'high recovery key'

The timeframe you want to audit for config changes

You can use the following query to identify the recovery keys that correspond to a specific date / time

select RecoveryKey from Config_Message_Log where DateTime >= '4/15/2010 00:00'

Here is an example

dumpcfg cust_sideA@. 0 999999999999 >>c:\icm\dumpcfg.txt

note: don't use 0 999999999999 as it will print out the whole record of changes from you db

This way you will have all the changes done in the system and the account used. So you should be able to see at least when exactly the change was made (if you know the agent / skill group) in question

You will also get the account used but I think that this will be a system account rather than an account used in agent reskilling tool.

But since you have a timestamp you might be able to go to IIS logs and check the ip address that made this change.

As I said I have never tried it but they way I see it, it should work

I hope the above helps,

Christos

[bpasqual]

This may help:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a00806919d8.shtml

[kimv]

Previous Post is correct.. For agents re-skilled by the Agent Re-Skilling web interface, this process provides the detail for the actions and config changes but does not provide the specific id of the supervisor who used the tool.. instead it only provides the machine name that the changes were made from.

Here is an example of a change via Agent Reskilling from my lab..

C:\>dumpcfg IPCC_sideA 509484942584.0 509484942587.0

[ 509484942584.0, First, Jan 13 2010  8:05AM ]
msgTransactionID: 68496

[ 509484942585.0, Add, Jan 13 2010  8:05AM ]
PID:                4464
MachineName:        IPCCLABHDS2
UserDomain:         ICM
UserName:           IPCC-DISTRIB-8904446
ProcessName:        cmsnode(upcc)
SQLServerUserName:  DBO

[ 509484942586.0, Delete, t_Skill_Group_Member, Jan 13 2010  8:05AM ]
[1 of 2]
SkillGroupSkillTargetID: 5171
AgentSkillTargetID: 5921
ChangeStamp:        8
[2 of 2]
SkillGroupSkillTargetID: 5171
AgentSkillTargetID: 5940
ChangeStamp:        13

[ 509484942587.0, Last, Jan 13 2010  8:05AM ]
msgTransactionID: 68496

NOTE ** YOU CAN ALSO PIPE THE RESULTS TO A FILE WITH THE FOLLOWING SYNTAX **

C:\>dumpcfg IPCC_sideA 509484942584.0 509484942587.0 > dumpcfg_01132010_0800.txt

Interpreting the data below...

SkillGroupSkillTargetID: 5171
AgentSkillTargetID: 5921
ChangeStamp:        8
[2 of 2]
SkillGroupSkillTargetID: 5171
AgentSkillTargetID: 5940

From that we are able to find the "names" of each of the items above..

The following query tells me what skill group the agents were removed from;

Select EnterpriseName from Skill_Group where SkillTargetID = 5171

EnterpriseName                  
--------------------------------
ipcc01.Test

The following query tells me the agents that were removed

select EnterpriseName from Agent where SkillTargetID In (5921, 5940)
EnterpriseName                  
--------------------------------
ipcc01.Test01_Agent
ipcc01.Vogler_Kim