Web re-skill agent tool

mohamed-gheta · ‎03-24-2010

Dear All,

Actually I have ICM7.2.7, and recently I checked the agent re-skill agent web tool in AW setup, I want to know what is the link I should insert in IE and how to login to change agent skill, is that with user list in Configuration Manager user

Can I give permission to specific user to change through specific skills?

Appreciate your support as usual,

Regards,

Mohamed Gheta

david.macias · ‎03-24-2010

Address: httpss:///uiroot

So, the permissions aren't that granular. Any supervisor can log in with their supervisor account. Once logged in they can only see the agents who belong to their team. However, they can assign any skill to their agents. This shouldn't be that big of a problem as your supervisors are supposed to know what they are doing (assuming proper training). Also, to answer your question ahead of time, there is no way to track who changed what through agent reskilling.

david

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mohamed-gheta · ‎03-24-2010

Hello David,

Thanks for your swift answer, when I tried the link;

https://ip address/uiroot

I got the support tool website, but I got feedback it is;

https:// ip address/reskill

actually it worked fine, and supervisor can reskill only to his/her team

Have a nice day,

Regards,

Mohamed Gheta

david.macias · ‎03-24-2010

You probably shouldn't run your support tools server on your HDS, just FYI.

david

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