Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Is Supervisor initiated re-skilling possible on UCCX 8?

Is there anyway to allow a supervisor to re-skill agents on Contact Centre Express 8 without giving them full admin access to the system?

Previously I've been told by my maintainer that this isn't possible, however after reading the Unified CCX Admin Guide I believe I may have been advised incorrectly!

If I've read the documentation correctly you can configure an ACD Supervisor for dynamic reskilling? (Page 15-3 of the guide)

Would somebody be able to confirm if this is correct and if it is how you configure it?!

Thanks in advance!

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Re: Is Supervisor initiated re-skilling possible on UCCX 8?

Yep. On the System Parameters page of /appadmin there is an option for Supervisor Access to Teams. Setting that to something other than 'No' will allow the supervisor limited access to /appadmin. They will have access to the RmCm subsystem pages to reskill agents. Try this out, they get a few more options than I would like so be sure you set verbal boundaries for them (i.e. Do not rename the CSQs!)

2 REPLIES
VIP Super Bronze

Re: Is Supervisor initiated re-skilling possible on UCCX 8?

Yep. On the System Parameters page of /appadmin there is an option for Supervisor Access to Teams. Setting that to something other than 'No' will allow the supervisor limited access to /appadmin. They will have access to the RmCm subsystem pages to reskill agents. Try this out, they get a few more options than I would like so be sure you set verbal boundaries for them (i.e. Do not rename the CSQs!)

New Member

Re: Is Supervisor initiated re-skilling possible on UCCX 8?

That worked a treat, very many thanks,

I agree with you on the other options they have access to, lets just say the boundaries have now been set!

1269
Views
5
Helpful
2
Replies
CreatePlease login to create content