Option to find who changed Skill Group of agent in ICM
We are using ICM 7.5.8 and Re-Skilling is Enabled. TL's have been provided access to Web Re-Skill tool to move agents to different skill groups on the fly. Is there any option to find which TL changed an agent from one skill group to other.
Re: Option to find who changed Skill Group of agent in ICM
Previous Post is correct.. For agents re-skilled by the Agent Re-Skilling web interface, this process provides the detail for the actions and config changes but does not provide the specific id of the supervisor who used the tool.. instead it only provides the machine name that the changes were made from.
Here is an example of a change via Agent Reskilling from my lab..
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...