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

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

Bronze

Supervisor and Skill group in ICM 4.6.2 and CAD 4.2.1.3

Hi ,

I have ICM 4.6.2 and CAD 4.2.1.3 .When the supervisor logs in she can see only the agents logged in and not the skills .I see the skills as N/A.

Is there a way to see all the skill group on the supervisor desktop.

Thanks in advance.

3 REPLIES
Silver

Re: Supervisor and Skill group in ICM 4.6.2 and CAD 4.2.1.3

The following shows how to set up the skill groups and how to set up the supervisor. http://www.cisco.com/univercd/cc/td/doc/product/icm/icm46/core/confg462/confg_c7.htm

Bronze

Re: Supervisor and Skill group in ICM 4.6.2 and CAD 4.2.1.3

Any more suggestions please.

I can see the agents and monitor them. But I cannot monitor the Skill groups.

Thnaks,

New Member

Re: Supervisor and Skill group in ICM 4.6.2 and CAD 4.2.1.3

I would suspect that the CAD problem you are experiencing might be related to similar issues I encountered with IPCC and CTIOS.

Basically, if the agent is logged in as a primary or secondary to the skill group they participate in, and the script routes the call to the "main" skill group and not to a pri or sec sub-group, then the skill group monitoring won't work...they have to match. If it happens that way in CTIOS desktop, you might be having a similar problem in CAD.

Hope this helps...

235
Views
0
Helpful
3
Replies