This document explains why
appears in the
Skills section with Cisco Supervisor Desktop.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
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When you try to display the Skills statistics, no data is displayed for
each skill group when Skills is selected in the Team View pane
with Cisco Supervisor Desktop. Under the Skills field in the
Data View window, it shows N/A.
Figure 1—Cisco Supervisor Desktop
Under normal conditions, the Data View displays statistics for each
skill group for the current day, starting at midnight. The statistics are
automatically refreshed every five seconds.
The mismatch of call queuing and the Cisco ICM Peripheral Gateway (PG)
configuration cause this problem. The rules are:
If calls are queued to a base skill group, no sub-skill groups can be
If a skill group does have sub-skill groups configured, calls cannot
be queued to the base skill group.
Figure 2—PG Explorer
If calls are queued to the base skill group and sub-skill groups are
configured, the N/A message appears. If calls
are queued to the sub-skill groups, and sub-skill groups are configured, only
the calls queued to the primary sub-group are reported.
Note: Agents must be assigned to the base skill group in order for the
supervisor to view the skill data for a team in Supervisor Desktop.