Is there a way to increase what roles the supervisor could have through the CRS web page? One of the requests I get
from time to time is to change the assigned skill of an agent from one queue to another. The agent answers Queue 1 all through the week,
but after hours and on weekends he helps out with Queue 2.
What I am having to do is assign skill 1 during the day, then remove skill 1 and add skill 2 after hours and on weekends. I do this through the CRS Admin -> Subsystems -> RmCm -> Resources -> "Selected Agent". If the Supervisor logs into the CRS, IT becomes the Customer Response Solutions Supervisor and has no access to the Subsystems menu tree.
Anyhow, any help would be appriciated.
Please use caution and common sense when modifying a production environment!
**EDIT: Also, if it wasn't obvious already, this is not exactly a documented and supported feature. Advanced users only please.
You could also modify the AppAdminMenu.xml file to lower the minimum user role on certain menus:
1. Copy C:\Program Files\wfavvid\AppAdminMenu.xml to AppAdminMenu.xml.original
2. Edit AppAdminMenu.xml (see example edit below)
3. Save AppAdminMenu.xml
4. Restart Node Manager
Sample Edit to allow Supervisors access to Application Parameters:
This is just a snippet of the entire file
If you are on CRS 5.0+, you can set the System Parameter 'Supervisor Access' to 'All' or 'Supervisors Teams Only' to give them access to re-skill.
If you are on an older version... you're stuck.
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