IPCC...Cisco Supervisor Desktop / Agent Re-skilling Tool

[martin-hills]

We have an IPCC deployment where the agents use CAD, and the Supervisors also have CSD.  I want to be able to stop the majority of my supervisors from being able to use the Agent re-skilling tool, but still let them be able to login into CSD.  I know that I can remove the URL for the re-skilling tool, but they could still access it via a web browser if they know the URL.

Is there anywhere where I can restrict access to the re-skilling tool whilst still allowing all the other functionality in CSD?

[Aaron Harrison]

Hi

Not really. multi-level admin is a bit of an alien concept to UCCX.

Sounds like your current config has the 'supervisor access: to own teams' parameter set. You could disable this, and this would prevent Supervisors from accessing the teams for reskilling (i.e. from appadmin they would get basic agent-level options).

Obviously to re-skill the appropriate users would then need Administrator access, and this would allow them to modify any agent on the system as well as access lots of other system/application stuff they shouldn't be tampering with - but if this is a trusted subset of users then it may be acceptable.

This is a part of the system that really wants some work or at least some sort of API into the provisioning side so we can implement our own management..

Aaron