Solved: Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0.2)

jasonfnb2007 · ‎11-10-2013

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

Ravi Shankar Pandit · ‎11-12-2013

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

View solution in original post

Ravi Shankar Pandit · ‎11-11-2013

Hi Jason,

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

Regards

Ravi

jasonfnb2007 · ‎11-11-2013

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

Ravi Shankar Pandit · ‎11-12-2013

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

jasonfnb2007 · ‎11-12-2013

Ah, I see. Thanks for the help.

Regards,

Jason