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Community Member

ICD Enhanced - change skill competence level

Hi,

I am using skill levels for agent selection. Each agent has 4 different skills defined with different competence levels and the problem is that I need to allow the agents to change the competence level of their skills without the supervisor help. The CAD has not this feature so I am reviewing the ICD database scheme to verify if it is possible to develop some tool to perform this task. At this moment I have found the ResourceSkillMapping table, but I don't know if it would be enough to update this table or not. Any suggestion?

Thanks,

4 REPLIES
Silver

Re: ICD Enhanced - change skill competence level

Check the folllowing link for developing a tool for ResourceSkillMapping table

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_22/dev_gd/index.htm

dvb
Community Member

Re: ICD Enhanced - change skill competence level

Sorry, but I do not have an answer to your question. Instead, I am interested to find out how you let your supervisors change the competence level of an agent? So far I thought that only the administrator had the right to do so. And he doesn't like this recurring task.

Very curious,

Dietrich

Blue

Re: ICD Enhanced - change skill competence level

It is never recommended or supported to make any direct changes to the CRS database. I would suggest creating seperate logins for your agents that have higher skill levels and contact your local Cisco Team to submit a PERS (feature request). For example, create the following logins

Agent1_7

Agent1_8

Agent1_9

Agent1_10

A little clumsy but it will get the job done.

/andy

dvb
Community Member

Re: ICD Enhanced - change skill competence level

Thanks for the response. Having multiple logins is probably the only existing workaround. I had wondered whether aldogu had some other method.

Dietrich

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