CMS script to change all agent skills and levels.

[oscar01]

We have CM2.2 and CMS R10 (I think). Our call center supervisor wants the ability to run a script that will revert all agent skills and their skill levels back to what they were at the beginning of the day. This is after they have been changing them throughout the day and want them all back to how they were.

Can this be done?

 

[Stinney]

Do the agents always start with the same skill set every day?

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[oscar01]

Stinney - Yes. They do all start out with the same skill set every day.

 

[Stinney]

If you create a "dummy" agent in your PBX, set it up with the default skills that they want to change all the agents back to at the end of the day, then they can use it as a template in CMS to reskill all the agents using the Change Agent Skills in CMS.

The would select the dummy agent, then click the "Use for one or more Agent(s), enter all the agents in the field that are to be changed back. If they create a script, then they only have to change the agent list when someone is hired new or leaves, otherwise just run the script.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[oscar01]

Thanks Stinney! I'll give it a whirl.