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Can an Agent selectively login to certain CSQs

Hello all,

We use CRS 4.0(5) and CCM 4.1.3. Agent uses CAD to login to system. My question is:

If an agent is part of multiple CSQs, if there a way for the agent to login to selectively login to certain queues not others? I know you can either pull agent out of the CSQs or set the skill to a level lower than minimum required. But both of them need Administrator to change it. It would be nice if Agent or Supervisor can have the capability to choose which queue agent want to login.

Anyone know if it is possible or not?

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
Gold

Re: Can an Agent selectively login to certain CSQs

Hi,

I think that is not possible, in this moment, to change for a supervisor or agent dinamically their CSQs or skills.

I think that this feature will be available for supervisors in version 5 of IPCC Express.

Take a look to this brochure:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet0900aecd805e1d54.html

Hope this helps,

Juan Luis

1 REPLY
Gold

Re: Can an Agent selectively login to certain CSQs

Hi,

I think that is not possible, in this moment, to change for a supervisor or agent dinamically their CSQs or skills.

I think that this feature will be available for supervisors in version 5 of IPCC Express.

Take a look to this brochure:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_data_sheet0900aecd805e1d54.html

Hope this helps,

Juan Luis

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