Maximum skill group for an agent

Hi,
Can someone confirm me what would be the maximum number of skill group that can be assigned to an Agent. I found in ICM7.5 config guide that it can be increased. Would be helpful if someone can send me the link for the document also.
Thanks in advance.

I've not seen a document talking about increasing the limit. Before 7.2 the limit was 20, after 7.2 the limit is now 50. However, the more skill groups you have assigned the lower the number of agents you can have on one PG, so make sure to plan accordingly. Check the SRND for the table illustrating the affects of skilling to PG sizing.
david

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Wait for an agent with best skill and loop after that.

I want to solve the following situation:
I have three skills (A, B, C) with different skill levels for each agent. C is the "everything else topic" . The caller selects the toppic which is equivalent to the skills. Of course I want the call to be forwarded to the best skilled agent.
Let's assume the calles selects topic A and all Agents with Skilllevel > 5 for A are currently talking. I want to hold the caller for 30 seconds to wait for one of these Agents. After 30 seconds I would like to forward the call to the agent with the highest skill level A.
And of course I want to avoid the caller to wait the 30 seconds if no Agent with skilllevel > 5 is on duty.
Currently I have one CSQ for each topic and I expect a skillevel > 5 for the agents serving this CSQ.
At first I put the call in the CSQ for A and play a prompt with 30 seconds MOH, if no agent becomes available I put the call in the CSQ for C and loop the caller there. But now the best agent for C get's the call.
I appreciate any hints on that.
Christian

Don't queue in C unless there are at minimum X ready agents. You can define X as 1 to start, then play with the number to see how it affects wait times and dequeues.
select resource (csq_a) connected end queued label loop ready_in_c = get reporting stats(csq_c, ready resources) if (ready_in_c >= 1) true /* at least one person idle and ready in C select resource(csq_c) connected end queued /* oops! we just missed them. */ /* if ready_in_c was > 1, this dequeue step will not execute */ /* instead, the script jumps to the select resource step for csq_c */ /* and tries the next agent automatically. only when there are no */ /* idle and ready agents do we dequeue the caller, so that an agent */ /* servicing csq_a can take the call */ dequeue(csq_c) false /* no one available in C */ play prompt(you are important to us) call hold delay 30 call unhold goto loop

Queue to skill group node with consider if statement.

Hello,
I have a question on a queue to skill we have set up. There have been complaints that calls have not been able to be answered after the center closes even though they are logging in an agent or two to clean up these calls. Within the queue to skill is consider if statement that says:
IF call center location is open and there is at least one agent logged in, queue the call to this skill group.
This applies to both skills that are in this queue to skill node. What they are saying is that if there are calls queing after the center is closed and they have already passed the consider if statements and are sitting in MOH/queuing, would these consider if statements not allow the call to be delivered to an agent if they log in after the center is closed as they are stating that they will log an agent in and they still can't pick up the call. However, these are agents at 2 different locations on 2 separate PGs so that throws another variable into the mix. Not sure how much of the truth they are telling either....
Also, is there a way to check if the call is queing to both groups or just one? Not sure if there is something in the DB that will tell you this, I know there is a route field in RCD but I'm assuming this will only popluate after a call is handled.
There is also a TOD check that will not allow calls to this queue if it past hours of op built in as well.
Thanks

Paul,
It sounds like the first "IF" statement is being used as an "accept or deny" calls access to the queue node-
If the queue to skill group node is the where this decision is made(perfectly acceptable to do so)- once a call passes through the queue to node- calls do not return to it unless you loop though it.
Think linear-
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to play music-------
Queue to node (conditions-if agents logged on queue the call, if not, the call is not queued)-If calls do not get queued in this step, calls are just in the treatment, not actually queueud- even if your subsequent steps are to play music, play prompts etc- the call is not queueud.
I do not recommend this---but it would resolve the issue if agents logged on after the call was in the treatment----
Start----Queue to(with if) -----play music-----play announcement--------wait-------loops back to queue to(with if)------
Logging in agents to the queue would not automatically add callers to the queue-
the script would need a new queue to node during the treatment- again looking to see if agents signed on.
I would advise adding an Admin Script with TOD/ DOW conditions and then set a variable for open/ closed-
If the script is "open" queue the calls to the skill group, then if agents do sign on to the queue the calls can be answered.
Start---
IF Node(if open)---->Queue to(if not required here) -----play music---play announcement---wait---loops back to play music-
'------>(if closed) play after hours greeting/ route to voicmail/hangup.

Transfer to second skill group

We are using IPCC 7.1 with CVP 3.1 And CCM 4.2.3,we have Two skill group the first one is to receive calls from customers some times the agents of this skill group need to transfer the call to the second skill group. when the agent of the first skill group transfer the call to the second skill group the caller ID that appeared in the IP PHONE of the second skill grpup is the Extension number is there any way to let the caller ID( customer number) appear rather than extension.

Yes.
When the type 5 and type 7 combination is used for incoming calls from the PSTN, warm transfers (CUCM originated calls) must be handled by a completely separate CVP - created as a Type 2 NVRU. This is a right royal pain - but was the only way. Furthermore, translation routes must be used to get the call across to this routing client so that call attached data is transferred. Finally, it is CVP which then actually queues the call. A transfer call that has to queue for an agent is now being queued on CVP - not on the gateway.
This is documented in the Cisco Guide - but it's not well written.
I have had to configure it that way (originally ICM 6.x and CVP 3.0) - and that site has recently been upgraded and no longer needs the Type 2s. It was working that way for close to 4 years though.
I strongly suggest you upgrade to CVP 4 and change the ICM configuration to use the Type 10 - you have ICM 7.x so you are OK there. Then you don't need the separate CVP Type 2, and the warm transfer can be pushed to a gateway. In CVP 8.x the call can be pushed to the RIGHT gateway.
But if you cannot upgrade CVP, you need to do it correctly - means a couple more machines and a lot of work.
CVP is a moving target and it's a lot easier to work with now.
Regards,
Geoff

UCCE - Default Skill Group Clarification

Looking for clarification on which stats track against an agent's default skill group - ucce 9.1. Specifically, in which circumstances would calls offered/answered be incremented against the default skill group?
The scenario is an agent with 2 lines - 1 DID and one not. The agent states that he logs in using the non-DID line and that no calls were placed/received on the DID line. Grain of salt. Occasionally, there will be a single offered and answered call on a skillgroup report against the default skill group -- and not just for this one agent -- it's happened with a couple of agents. It's my understanding that if an agent manually places an outbound call, it'll be tracked against the default sg, but when would an inbound call hit that sg?
I've made some tests (transferred call to either line, inbound call to the DID line, etc) but haven't been able to make any test call hit the default sg. Any ideas?
thanks,
will

Will,
Offered/Handled should only occur for calls delivered by call center. The a few ways I can think of to deliver a call center call to a default skill group (without selecting the skill group):
Queue to Agent node
Select node followed by Agent node
Agent to Agent node
Label node, routed to extension that the Agent is logged into
That said, I think 1-3 are likely the only options that will increment Offered/Handled.
-Jameson

Team Skill Group Association

Hello:
I am looking for a point in the right direction with a configuration change. The layout is this, UCCE 8.0(AWHDSDDS/PROGGER) with IP/IVR as a queueing source. They have a CTIOS server running on the PG that's running CAD/CSD. My question is this, I created a new Skill Group in ICM, associated agents amended both the IVR Script and ICM Script. Functionally everything is fine. I just need to find out where I would go to associate this newly created Skill Group to the respective Team that it belongs to. This way when you look under team in CSD, you see the new SG in there.
Thanks in advance for the assistance,
Sean

Hi Sean,
it does not work that way, unfortunately. You assign agent profiles, not skill groups, to teams.
An agent may belong to zero or more skill groups.
An agent may also belong to zero or one team.
Skill groups are groups used when making call routing decisions.
Teams are provided to group agents using a different aspect.
For instance, you may have a skill group named "Support" and "Sales", but you also want to group agents by their geographic location - you can use teams for that.
To sum it up, if you want anything to appear in the context of an agent team, you will have to assign agents to a team.
G.

UCCE 7.5 Skill group expansion

I have an issue where
I want to queue to a skill group for say 5 mins and then expand it to another skill group or groups. What is the best way to do this?
My thoughts:
1) add skill group to initial queue to node with a consider if statement
2) add an if statement after the initial queue to node?
Other options or opinions?

1. Will not work assuming this if the first queue to SG node it sees. So you just queue the call.
2. This will work assuming you have the check in the right place. For example, to check after 30 seconds of music on hold.
david

UCCE 7.5.10 - Modify Agent Skill Groups via Database instead of Config or Re-Skill tool?

Background - We would like to bulk modify agent skill groups on a weekly basis, but have over 400 agents, 3 teams and over 5 skill groups per agent. We are hoping to build a query to modify the tables required to skill an agent properly. We would problably use a .csv file from our fiance dept. to determine skill groups per agent.
Has anyone been successful or know what tables must be updated/inserted to change an agent's skill groups? Is there a hack/workaround to do it using POST/URL in the Cisco Reskill Tool?
Thanks,
Ray Khan

It is about time for Cisco to realize that this is something that their biggest contact center competitor, Avaya offers as a standard feature, out of the box (I'm sure they know it without me pointing it out). This is "old" technology for Avaya.
We are doing this now in our Avaya contact center with a VB Script and scheduled tasks in Windows. Needless to say, it didn't take a developer to set it up. The scheduled tasks run twice per day to "reset" the agents' skills to pre-determined default values. This allows us the spend less time worrying about intraday skill changes, and whether or not any additional skills were removed from an agent's profile. We know that they'll be changed back twice per day.
We essentially have three different configurations based on time of day and day of week: Monday through Friday, 6:00am to 6:00 pm (Business Hours); Saturday and Sunday 6:00am to 6:00pm (Weekend Daytime); and Sunday through Saturday, 6:00pm to 6:00am (Overnights). We would have to have three UCCX skills with time of day routing to every one Avaya skill achieve this in UCCX.
Also, this capability enables us to re-skill our entire call center, or any subset thereof to a predetermined skill-set with a single mouse click.
I'd love to see Cisco allow and support this or similar functionality.
Sent from Cisco Technical Support iPhone App

Is there a way to add multiple agents to a skill group at once?

Hi All,
Is there a way to add multiple agents to a skill group at once by using bulk edit or some other means?
I am using ICM 8.0
Thanks in advance.

Hi Piyush,
There is a tricky way of doing it in the config manager. Say for example, if you have 100 agents to be added, rename the agent so that they get listed first while adding to the skill group. This will reduce the effort of searching the agents. You can scroll and select the total number of agents till it is renamed and revert back once added to the skill groups
Hope this helps
Cheers,
Dass
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What is the maximum number of Call Types, Skill Groups and Campaigns created in ICM 8.0.1 and 8.0.3

Hi All,
What is the maximum number of Call Types, Skill Groups and Campaigns created in ICM 8.0.1 and 8.0.3?
In which the above requested information will be available??

Oh I see. So I guess what you are saying is that is
Director's way of compressing vector numbers. Also, as to what you
were saying about the number 3000 is sure not the limit for vector
units, I think I was just jumping the gun considering that I only
glanced at the script error, and then clicked on the debug button
to see where the error happened. Then once I looked at the varibles
in the varible window, I saw these weird numbers with the e3 at the
end of them, and I just thought that it could not add the vectors
together with the e3 at the end of each vector unit. However, to
make a long story short, I detached the script and reattached it
which did no create the error again, and I learned that Director
can add vector units together that have an e3 at the end of each
vector unit. So thanks for clarifying what the e3 means.

Hold Tim calculation in Agent & Agent Skill Group Reports

Please can someone confirm if I have this correct AHT is = to HandledCallsTime/CallsHandled HandledCallsTime = HandledCallTalkTime + HoldTime + Wrap.
If this is correct can someone confirm what constitues HoldTime - is InCallsOnHoldTime part of the overall hold time?
I have created and AVG Hold time HoldTime/CallsHandled, AVG Talk Time HandledCallsTalkTime/CallsHandled & AVG Wrap WrapTime/CallsHandled and all of those added together = AHT
If I run the report and look at AHoldT that is showing a calculation of InCallsOnHoldTime/InCallsOnHold
My query is this, I take a call, I speak to the customer for 60 secs, put them on hold whilst I make an outgoing call 30 secs, then come back to them and speak to them for a further 30secs and do 10 secs of Wrap...
Where does my Hold time with regards to me making a call sit..
As when I run this report I get the following output attached.
Arcadia wants to ensure that the Hold time that is happening whilst I am making another call is counted within the AHT... AS far as I can see it isn't!

Hi,
no, you did not. Just 'reporting' and 'cuic'.
Er... it's not really the SQL query, but anyway, I if I substitute AgentSkillGroup for Agent_Skill_Group_Interval, then the explanation for the HoldTime is this - kind of fuzzy, though:
>>
>> Number of seconds where all calls to the agent are on hold during the
>> reporting interval. HoldTime is counted only while the agent is doing no
>> other call-related activity. HoldTime is included in the calculation of
>> LoggedOnTime.
>>
I am not absolutely sure about this, but logically, the IncomingCallsOnHoldTime is a subset of HoldTime. I mean, HoldTime being the global HoldTime (including all types of calls), and IncomingCallsOnHoldTime is related only to inbound ACD calls. This is actually in the schema doc, but again, it's kind of fuzzy:
>>
>> IncomingCallsOnHoldTime
>> Total number of seconds that inbound ACD calls calls that an agent
>> associated with this skill group placed on hold that ended during the
>> reporting interval. The value is counted when the after-call work time
>> associated with the call (if any) is completed, and the database is updated
>> every reporting.
>>
Well, this does not explain that, does it.
This way: do you have access to the HDS database? Would be interesting to take a look at the Agent_State_Trace table for a particular agent and then do the calculations. I know, it's kind of complicated, but let's just wait and see if someone else comes up with a better explanation.
G.

EWT calculation for multiple skill groups at Courtesy Callback

Hi All,
I have configured CVP courtesy callback. Call is coming to callback number and call connected with agent .
I have configured EWT for only one skill group. Now I need to calculate proper EWT for multiple skillgroups.
To calculate EWT for ACTV skill group I used the below formula.
ValidValue(((SkillGroup.ACTV.RouterCallsQNow+1)*(ValidValue(SkillGroup.ACTV.AvgHandledCallsT
imeTo5,20))/max( SkillGroup.ACTV.Ready, (SkillGroup.ACTV.TalkingIn +
SkillGroup.ACTV.TalkingOut + SkillGroup.ACTV.TalkingOther))),100)
Now I need to calculate EWT for multiple skillgroups.
Kindly guide me to configure EWT for multiple skillgroups.
Regards,
Fakhrul

Did you get this sorted out? Can you post an example. Thanks a bunch.

Export Skill Group Members list for UCCE 8.5

Hello,
We are working with UCCE 8.5 and will be making some major bulk skill group changes. We are looking to do the following:
-Export a list of the members of specific skill groups so that we can revert to original skilling if necessary.
-Bulk editing the members of specific skill groups. The current method of adding/removing skills via Agent Explorer or Skill Group Explorer will not be scalable in the future.
I've tried a variety of SQL queries and manipulation of the Bulk Insert/Edit tools, but have not come up with a solution yet and am hitting my head against the desk at this point. Any direction or advice is appreciated. Thanks!

Hi,
exporting is easy with SQL. The simplest query may be:
USE [icmInstance]_awdb
GO
SELECT
ag.*, sg.*
FROM Skill_Group_Member sgm
LEFT OUTER JOIN Agent ag ON sgm.AgentSkillTargetID = ag.SkillTargetID
LEFT OUTER JOIN Skill_Group sg ON sgm.SkillGroupSkillTargetID = sg.SkillTargetID
The Database Schema docs contain all the necessary info:
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html
Bulk editing: this is what the various "Bulk edit" options are within ICM Configuration Manager. Yes, that's it.
Before you start experimenting with writing into the configuration tables: that's an excellent way of losing Cisco's support. And no, there's no public configuration API available.
G.

Skill Group Name is not coming on Cisco CTI Tool Kit real time status

Hi,
I have UCCE 9.0.3 in my environment but when supervisor is monitoring agent state on CTI Toolkit Team Real Time Status we are not able to see Skill Group name.
For your reference I have enclosed screen shot of that.

Hi,
first, read this document: Recommended Tracing Levels for Troubleshooting IPCC Issues. Apply the recommended trace levels to the following services:
CTI OS Server
CTI Server
But first take note of the original values (so you can switch back to normal tracing).
Dump the logs for both the above services: How to Use the Dumplog Utility.
For instance: dumplog ctisvr /hr 1 /of c:\temp\ctisvr.log
Post the logs to here.
G.

Will Enterprise Skill group allow queuing with interrupt ?

Dear All,
I have a requirement to use three enterprise skill group in a single ICM script.
Customer dials TFN and if agents are in ready state they will take a call.
If no agents were available in both enterprise skill group the call goes to queue(hold music), once agent become available customer call will patched to the agent.
In our case, we have three enterprise skill group with overflow concept assume no agents are available and the call sucessfully goes to queue, and once the agent become available, call was not landing to agent instead of this call gets disconnected after queue prompt was played.
Note: Interruptible was working if we use Queue to skill group and the same was not working if we use enterprise skill group
This was my script
Kindly do let me know the solution for this
Thanks
Srinivasan

David,
Thanks for reply, yes every thing was working as expected. Only interrupting was not working and also queue music was playing only one time.After queue music played the call get disconnected
If i use queue to skill group with the same scenario it was working, pls tell me why the same was not working if i use enterprise skill group..kindly find the below screen shot which is working if i use queue to skill group
Srini...

Maximum skill group for an agent

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