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Community Member

Max agent skills in IPCC?

Hi,

We are implementing Cisco UCCE 7.5. In our planning stages, we are trying to develop queue strategy. Is there a max number of skills you can assign to 1 single agent in ICM?

Thanks,
Eric

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Community Member

Re: Max agent skills in IPCC?

Hi Eric,

Starting 7.2(x), max number of skill groups which can be assigned to a single agent is increased to 50. Earlier only a max of 20 skgrps could be assigned.

If your requirement is very tough and needs more sk grps to be assigned beyond 50, you can try using "ConfigLimit Tool" to specify custom number of sk grps to be asssigned.

One thing to be kept in mind is that this would affect the system badly and also Cisco won't support such scenario's. Hence, TAC won't be able to assist if any issues raise there-of after increasing the max value from system default.

Hope this answers your query.

Regards,

Soman Nair.

2 REPLIES
Community Member

Re: Max agent skills in IPCC?

Hi Eric,

Starting 7.2(x), max number of skill groups which can be assigned to a single agent is increased to 50. Earlier only a max of 20 skgrps could be assigned.

If your requirement is very tough and needs more sk grps to be assigned beyond 50, you can try using "ConfigLimit Tool" to specify custom number of sk grps to be asssigned.

One thing to be kept in mind is that this would affect the system badly and also Cisco won't support such scenario's. Hence, TAC won't be able to assist if any issues raise there-of after increasing the max value from system default.

Hope this answers your query.

Regards,

Soman Nair.

Re: Max agent skills in IPCC?

I would look at the way you assign skill group to agents before assigning that many skill to anyone.  You might want to cosolidate skill groups.  If you're doing this for reporting, you might want to look at call types instead of having so many skill groups.  Just my 2 cents, Soman's answer is correct and answers your question.

david

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