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?
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 .