TRACING AGENT SKILL CHANGES

[dilworth]

We are currently having problems with agent skillsets been changed to the wrong levels etc which is impacting on service levels-we are unable to find out who is doing this as there are over 35 CentreVu users..
Is there any way using CentreVu Supervisor/Terminal Emulator to track which User ID are making the changes and when. We could simply remove write access to Agent Administration from certain users but they need to be able to change agent skills in emergencies etc.
Any help appreciated.

 

[JeepCrazyKid]

In CentreVu Supervisor, hit the Maintenance button (the one with the hammer), click the reports tab and select the ACD Administration Log Report. That will show you what agent IDs were changed and who changed them and when. It will also show any vector steps that were changed using the emulator. It will not show any changes done using ASA.

 

[dilworth]

I have looked at the Maintenance Reports Menu and the only report is the `error log report`. There is also no mention of the ACD Administration Log Report in the Help File. The version we use is Lucent CentreVu Supervisor Version 8-is this a feature that does not work on this version or is it not set up properly?

Thanks.

 

[Callmaster]

hi jeepcrazykid

i can only see "error log report" in the report field, but í have all administration rights on cms.
why can´t i see the acd administration log report ?

With best regards
Callmaster