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

Agent Login to Seleted Skillgroup

I want to select skillgroup before ICM login.

Supervisor don't need to configure ICM SkillGroup member object.

Using ctios toolkit, is it possible..?

thanks

2 REPLIES
New Member

Re: Agent Login to Seleted Skillgroup

No. CTIOS Agent will login to all skillgroups defined for the agent. No ability to select individual or combination of skillgroups to login to. The only way to achieve this is to create agent for each combination of skillgroup.

Blue

Re: Agent Login to Seleted Skillgroup

What I have found works ok in some of my implentations is to set the customer expectation that when they hire a new agent, create a userID for each skill group, for example.

agentID_English

agentID_Spanish

agentID_French

That way, if they need to login to take calls for another skill group, they can do so accordingly. It doesn't effect the agent reporting. When you run an agent report just make sure to select every userID for that agent and you will get their overall production count.

regards

86
Views
0
Helpful
2
Replies
CreatePlease to create content