Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0.2)

Answered Question
Nov 10th, 2013
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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?


Thanks,

Jason

Correct Answer by Ravi Shankar Pandit about 3 years 9 months ago

Hi Jason,


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 .



Regards

Ravi

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Ravi Shankar Pandit Mon, 11/11/2013 - 04:59
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  • Cisco Employee,

Hi Jason,


Can you please attach the screen shot? So that we can understand the problem better .



Regards

Ravi

jasonfnb2007 Mon, 11/11/2013 - 13:59
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Sure. I have attached the following to the original post:


agentstate.jpg: Shows the Agent State view while the agents are talking, both show "5".

djsettings.jpg - Settings for one of the agents, showing a skill setting of "6".

dgsettings.jpg - Settings for the other agent, showing a skill setting of "7".


Thanks,

Jason

Correct Answer
Ravi Shankar Pandit Tue, 11/12/2013 - 03:06
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  • Cisco Employee,

Hi Jason,


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 .



Regards

Ravi

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