When an agent is in ACW state and we remove a skill from the agent ID using CMS Supervisor, the Agent cant go to Ready. What we do is go AUX and then go Ready, although this appears to be affecting the ability to accept a call. The agent still appears to be in the skill I removed from her profile but the agent cant get any calls. Is this normal or is there something I need to change?
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Modifying agentIDs using CMS Supervisor
- Thread starter mjm23
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That's some odd behavior but changing skills via CMS or CM will require the agent to log out and log in for the skill change to take effect. The only way to make the skill change without requiring the agent to log out/log in is to use feature codes.
- Thread starter
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Thanks for the response. I actually advised the Supervisors to logout and login for the changes to take effect but they told me that they dont have to do that before while doing the changes in CMS Supervisor. Is there anything I need to change or check? The issue only happens when the agent is in ACW and the Supervisor makes some changes on his/her skills.
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