11-10-2013 07:03 PM - edited 03-14-2019 12:43 PM
While viewing active calls in the Cisco Supervisor Desktop, the "Agents - Team State" area is not displaying the correct Skill Group. No matter what level a particular agent is set to within the group, it always shows a Skill Group of "5" while the agent is talking. Is this normal?
Thanks,
Jason
Solved! Go to Solution.
11-12-2013 03:06 AM
Hi Jason,
I recreated in Lab and i am getting skill group 1. I think its ID of spefic skill not the actual skill of agent .
you can have any 5/6/7 skill set of agents but skill ID will be same .
Regards
Ravi
11-11-2013 04:59 AM
Hi Jason,
Can you please attach the screen shot? So that we can understand the problem better .
Regards
Ravi
11-11-2013 01:59 PM
Sure. I have attached the following to the original post:
agentstate.jpg: Shows the Agent State view while the agents are talking, both show "5".
djsettings.jpg - Settings for one of the agents, showing a skill setting of "6".
dgsettings.jpg - Settings for the other agent, showing a skill setting of "7".
Thanks,
Jason
11-12-2013 03:06 AM
Hi Jason,
I recreated in Lab and i am getting skill group 1. I think its ID of spefic skill not the actual skill of agent .
you can have any 5/6/7 skill set of agents but skill ID will be same .
Regards
Ravi
11-12-2013 06:38 AM
Ah, I see. Thanks for the help.
Regards,
Jason
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