Contact Centre reporting agents are dropping out of some of the skill groups
Contact Centre is reporting that their agents are dropping out of some of the skill groups they are assigned to, so calls no longer go to those members of staff, and we are not sure of what would be causing this.
Is there any log which shows skill group configuration changes?
Re: Contact Centre reporting agents are dropping out of some of
Yes, the subject line should state UCCX or UCCE. I see a lot of posters are doing this now, (they probably were annoyed with my constant harping) and they are to be praised.
Onto your problem - there are only two ways an agent's skill assignments can be changed:
1. using the Config Tool on an AW (Distributor AW or Client AW)
2. using Dynamic Reskilling
You can see the config changes by querying the logger. If there is not too much Config churn going on, this may indicate what is happening.
This SQL query looks back one day.
select DateTime, TableName, LogOperation from Config_Message_Log where DateTime > DATEADD(dd, -1, getdate()) and TableName is not null and TableName <> 'ICR_Locks' and TableName not like '%_Scrip%' order by DateTime desc
If you see changes in TableName t_Skill_Group_Member you will know what is happening.
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