Access & Partition - Agents vs. Skillsets 1

[chippowell9]

I'm trying to wrap my head around this. I only want Symposium users to see agents who are logged into the skillset for which the user is responsible. For example: the supervisor, John, normally only watches real-time display status of Joe and Jim who are the main sales agents. Occasionally, Tony from tech support gets assigned the sales skillset to help take sales calls in a pinch. When this happens, I want John - the sales supervisor - to be able to see Tony's status. But when Tony is spending 98% of his time assigned only the tech support skillset, John doesn't care, and doesn't want to see that he's logged in, on a call, busy, etc.

Does this make sense? It seems like it's all or nothing, despite how I populate the agent/skillset tabs in the skillset partition area. I hope this makes sense. Any ideas, please let me know. Thanks.

 

[VIKMPI]

Tothe best of my knowledge of symposium callcenter client and the webklient you can not automatically do this and the reason is that users are assigned to supervisors and not skillsets for reporting.

In symposium the supervisor can see the agents who are reporting to him/her, not who are assigned to a specific skillset, as there often is multiple supervisors who has agents on the same skillset(s) (especially in large callcenters).

The only way of doing this is to change the agents supervisor when he changes to another skillset.

 

[lretrievers]

VIKMPI is correct if you use "Classic Client"; Web Client works with partitions. If the agent is assigned a particular partition because of a skillset they are assigned or whatever criteria you are using, the only way I know to do what you are asking is to manually change this each time this person is taking calls for the additional skillset.

 

[mte0910]

If you have the web client, this is a snap. Tony's Supervisor opens Contact Center Manager, finds Tony under his own name, drag-n-drop him onto John, and now John will be able to watch Tony work. At the end of the day, John simply repeats the same steps in order to give Tony back.
Our folks do this all day long.

 

[chippowell9]

Thank you all for the info. Sorry, I should have specified I was using Web Client. This is good information for me. Take care.