uccx finesse supervisor desktop skill change

[nareh84]

hi,

is it possible to change the skill of agent via finesse supervisor desktop. or is there a way to give access to supervisor so that he can change the skill of agent only and not any other admin related tasks (ie task used for uccx configuration)

Regards

Naray

[martyn.rees]

You would be needing to use the Mobile Skill Manager. It's not part of the Finesse desktop, but is still built in to CCX.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/configuration/guide/uccx_b_unified-ccx-administartion-guide/uccx_b_unified-ccx-administartion-guide_chapter_010011.html

[richb1971]

Hi Naray,

I have a need for this functionality too. It is possible using the Skill REST API and embedding it into Finesse. I've kinda got it working but it needs a pretty front end to be User Friendly. Did you manage to find a better solution?

Regards

Rich

[lleweyiss]

hi rich1971 ... can you tell me where I would find that Skill REST API ?

[richb1971]

https://developer.cisco.com/docs/finesse/#cisco-finesse-rest-apis

https://developer.cisco.com/docs/contact-center-express/#modify-resource/modify-resource

Please mark if helpful :)

[lleweyiss]

thanks rich1971 , will check it out. I am kind of a novice, but looking forward to figuring it out !

[richb1971]

Me too mate! Keep me informed with how you get on and maybe we can help each other. There are some useful Sample Finesse Gadgets here to help get us started:

https://developer.cisco.com/docs/finesse/#getting-started/getting-started-with-cisco-finesse