I hope someone can help, we have a customer using IPCC Enterprise v7 and they are experiencing delays of up to 10 minutes for an agent who is dynamically re-skilled to take effect, one agent even took over 1 hour. If the agent logs out and logs back in the change is immeadiate, but this is not practical in a busy environment. Any help/suggestions would be appreciated.
10min seems too much, In the Bug CSCsd75129 they stated 10sec:
using Dynamic re-skilling Tool on IPCC system.
If skills are changed for an agent in READY state using the Dynamic reskilling tool, there is 10 second delay before and calls are routed to that agent. This applies when skills are added or skills are removed.
If skills are changed for an agent in NOT_READY state and the agent becomes READY within 10 seconds, calls are routed immediately.
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...