Impact of Changing Application Name and Skillset Name

[leighchen]

Due to company restructuring, we want to change some of our call center (application) names, as well as some skillset names. I am writing down steps to do this. Please tell me if I am wrong or I miss something. Please also tell me what is the impact of this change.

Assume I need to change application app_old to app_new, and skillset sk_old to sk_new.

1. create new skillset sk_new and assign it to agents with skillset sk_old.
2. copy primary script app_old and save as app_new. within the new script change skillset sk_old to sk_new.
3. change master script to point to app_new and remark out app_old reference.
4. compile master script and test, if not working, change master script back to point to app_old.
5. exam customized reports for possible data consolidation need.

If anyone has a better way doing this please share me! Thanks.

 

[DancingDave]

Looks fine. If you're using CC6 you can do a 'find' to make sure you get all references to sk_old (or just paste into notepad or Word and do an edit and replace - handy if you've got dozens of scripts).

I'd also time it so that the change happens between weeks (or ideally months), to make it easire to consolidate the before and after data.

Good luck

DD

 

[captaingadget]

You will also need to assign the applications and skillsets to any partition so that supervisors can report on them.

 

[leighchen]

Thanks. Your messages are very helpful

 

[pronei]

Do not forget about CCMA partitions and user access.