Log-in to Skill Group A OR Skill Group B OR Both?

[odonovap2]

In UCCE, is it possible for an agent to log-in to Skill Group A OR Skill Group B OR both, depending on business need?

[Chris Deren · Accepted solution]

No, agents are assigned to skill groups or attributes (if using PQs) statically and need to be modified by either administrator or supervisor.  If you have a requirement for agent to frequently login to one or another skill group you may want to create multiple agent IDs for this person and login with one or the other depending on the need as UCCE supports full desk-hoteling.

[odonovap2]

Thank you Chris.

Not the answer I was looking for, but at least now I know for sure.

I guess the solution is 3 agent ids - one with Skill Group A, one with Skill Group B, and one with both Skill Groups in it.

Padraig