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.

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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.

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

UCCE 7.2 Missing Skill Groups in Supervisor Work Flow Setup

Hi, one of our customers reported that when they try to configure a Work Flow for their supervisors in Supervisor Desktop, there are Skill Groups missing from the Available Skill Group List.
I've tried to figure out what might cause this, and the only thing I've found that is different between the visible Skill Groups and the missing ones is that in Desktop Administrator => Personnel Configuration => Teams I can see that the missing Skill Groups don't have any Skills listed in Selected Skills under the Skills tab.
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Anyone have any helpful tips please?

Hi
From the problem description I understand that you are seeing "available Skill groups" empty while trying to add a new work flow through CSD.
This is a known defect with 5.x version which has not been fixed yet
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCth04959
In 7.x this issue is not seen
Hope this helps
Regards
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Hi,
Is there a way we can query against the individual routing scripts and extract the PSG-TR mapping?
In ICM we can map any particular Peripheral Skill Group (PSG) to a specific Translation Route (TR) defined on the same Peripheral Gateway through ICM routing scripts.
The PSG and TR are both configured through ICM configuration manager and the details are stored in the ICM DB which can be queried against.
However the mapping between the PSG and TR is done through a routing script using Script Editor.
We would like to make an SQL query where we can see PSGs associated to a Translation route on Routing Scripts.
Product: Unified Contact Center Enterprise (UCCE)
Version: 8.5(4)

Hi Gergely - how would you then query this data if you required it? Is there a way to map the PSGs to the Translation routes they are associated to?
Thanks!

UCCX 7 Supervisor Workflow Skill Groups Missing

I am trying to make a new work flow rule in CSD, under the "Tools -> Supervisor Work Flow Administrator" option. I already have multiple rules that are running with no issues. However for the new rule that I am trying to create, I've noticed that the skills I want to add as the Skill Groups, are not showing as available. These skills (and a lot of others) are not under any other rule that is currently in place, so they aren't missing because they are in another rule. They just plain aren't there. Has anybody run into this issue and if so, were you able to resolve it and how? Thanks.

If you look at the team configuration in appadmin, is this supervisor in a team that has CSQ assigned to that team? Also check the version of CSD, make sure it matches the server version in the compatibility information.

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.

RoutercallsQnow not displaying in Skill group statics in ctios desktop 9.0

RoutercallsQnow not displaying in Skill group statics in ctios client Desktop.
I reviewed this bug
CSCma08461 but was repaired in version 5.0 and the problem as I have in version 9.0
any recommendations?
Thanks
Ivan

Hi,
what does it mean "not displaying"? What do you see? Zero? NULL? An error message?
Was the CTI OS server restarted recently?
G.

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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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...

Function module to read the target groups associated to a profile

Hi all,
In a profile set, there can be number of profiles associated with the profile set. FM BAPI_PROFILESET_GETDETAIL gives the list of description and guid of the profiles associated with the profile set. Now, a number of target groups can be associated with a profile. How can we get the list of target groups associated with a cretain profile? is there any standard function module to serve this purpose?

Hi,
you should use CRM_MKTTG_TG_GETLIST and fill the profile GUID as IV_PF_GUID.
hope that helps
--klaus

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.

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

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.

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Hi Experts ,
I have a requirement , where I need to find the cost center group of given cost center.
Is there any FM to do the same?
I have Cost center in the Input and should get Cost Center group associated with it.
Thanks !!

BAPI_COSTCENTER_GETDETAIL

Team Skill Group Association

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