AGENT SKILLS 1

[NatThomas]

Hi,

Could someone please clarify something for us.
When you change an agent skill on ASA you get a Warning of "Agent must log in again for skill changes to take effect" When you change agent skills on CMS you dont get this warning. Therefore when you change skills on ASA do you need to get the agent to log out and back in for skill changes to go live, but you dont have to log out and back in if the skill is changed on CMS?

I always change skills on ASA if requested to and get the agent to log out and back in...but if they need to log out when the business use CMS this is really a bit of a pain.

Can anyone clarify for me please??

Thanks

 

[dmoore7648]

CMS is capable of making skill or preference level changes dynamically, therefore the agent or group of agents don’t need to logout and back in to for these changes to take affect. CMS is designed to do just that. All skill or preference changes made directly in the switch (ASA) require the agent to logout and back in to activate the change. If it is during office hours I always use CMS to make skill changes.

 

[NatThomas]

Thanks alot for clearing that up. Its such a simple thing but we just wanted to be sure before we told the business.

Thanks again

 

[FoneFun]

Something to note though, if you use CMS to make skill changes, you will see that the agent actually gets logged out and back in. If they are on a call, then it will happen right after the call.

I discovered this when looking at agent traces to figure out why some agents were loggin/out.