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Community Member

Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0.2)

While viewing active calls in the Cisco Supervisor Desktop, the "Agents - Team State" area is not displaying the correct Skill Group. No matter what level a particular agent is set to within the group, it always shows a Skill Group of "5" while the agent is talking. Is this normal?

Thanks,

Jason

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

Re: Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0

Hi Jason,

I recreated in Lab and i am getting skill group 1. I think its ID of spefic skill not the actual skill of agent .

you can have any 5/6/7 skill set of agents but skill ID will be same .

Regards

Ravi

4 REPLIES
Cisco Employee

Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0.2)

Hi Jason,

Can you please attach the screen shot? So that we can understand the problem better .

Regards

Ravi

Community Member

Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0.2)

Sure. I have attached the following to the original post:

agentstate.jpg: Shows the Agent State view while the agents are talking, both show "5".

djsettings.jpg - Settings for one of the agents, showing a skill setting of "6".

dgsettings.jpg - Settings for the other agent, showing a skill setting of "7".

Thanks,

Jason

Cisco Employee

Re: Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0

Hi Jason,

I recreated in Lab and i am getting skill group 1. I think its ID of spefic skill not the actual skill of agent .

you can have any 5/6/7 skill set of agents but skill ID will be same .

Regards

Ravi

Community Member

Supervisor Desktop Not Showing Correct Skill Group (UCCX 9.0.2)

Ah, I see. Thanks for the help.

Regards,

Jason

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