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

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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.

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.

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

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
Please rate useful posts

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.

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

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.
I've tried to find out where in ICM I can add the Skills, as the documentation says it's configured there, but I haven't had any luck so far.
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
Anuj

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

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 send a caller from agent to IVR and back to the same agent

Hello,
I am trying to come up with a way to implement the following logic in UCCE 7.5 with IP IVR 7.0
A caller gets to an agent and requests a service that requires identification
The agent sends the caller back to IVR for identification
UCCE reserves the agent. If caller hangs up the agent is chaged back to ready state.
After authentication the caller is taken back to the same agent.
I am not sure how to do steps 3 and 4. I need to be sure that the agent will be available to take the call and not make the customer wait again in queue. I guess I just need a variable to store the agent ID and pass it to the other script so it can make a queue to agent step, but then how do I make the agent reserved or not ready (so he's not taken by another call) and then present the same call back to him? Then I need a way to monitor the customer's activity in IVR and notify the agent if the customer dropped the call.
Tough one...
Stoyan

Hi Stoyan
I've been looking into the same thing, did you find a solution yet? I had considered letting the Agent do a transfer to the IVR, collect the Agent ID (or if possible the instrument number they were currently logged in with) for routing back to the Agent. Set the Agent to permanent Not Ready so they don't receive any other Contact Centre calls. Let the IVR play out as long as it takes without having to calculate for retries etc. or leaving long delays before the agent can be reached again. If I could only set the AgentID in the transfer script I would perform a database lookup on the ICM real time tables to find out what extension they were currently logged in with and route direct to that (reachable even if in the Not Ready state). The main implication of this would be that I would lose visibility of the remainder of this call with regards the skill group statistics. However, the default skill group could be set for each agent to account for this....not ideal as reporting would become more manual but still recorded at some level.
Regards
Brenda

Courtesy call Back to a different Skill Group

Am running UCCE 8.5 + CVP 8.5
How does the courtesy call back application gets the value of the skill group it needs to be routed to or the caller has been queued to? Is it possible to make some changes so that when the call back is done the caller should be connected to a different skill group rather than the original one with a higher priority?

Hello,
May i ask why do you want to do that ? the courtesy call back is used so that the call can stay where it is in the queue, the system calculate the Estimated Wait Time (EWT) for this speicific skill group so it can be routed directly to agent, if in case it is routed to another skill group (which i am not sure it can be done) how do you want to go to the same place it enters the queue, it will be as new call ?
If a specific call you need to route to another skill group, i suggest for you not to use the courtesy call back script, just re-route it and raise the priority of the call.
Amer

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.

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...

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

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