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Cisco Computer Telephony Integration Option

Supervisor Desktop Displays "N/A" for the Skill Group Statistics

Document ID: 42100

Updated: Sep 07, 2006

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Introduction

This document explains why <N/A> appears in the Skills section with Cisco Supervisor Desktop.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Intelligent Contact Management (ICM) functionality

  • Networking background

  • Working knowledge of Cisco Agent Desktop

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco ICM version 4.6.2 or later

  • Cisco Agent Desktop version 4.2 or later

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Symptom

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

skill-1.gif

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.

Solution

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 configured.

  • If a skill group does have sub-skill groups configured, calls cannot be queued to the base skill group.

    Figure 2—PG Explorer

    skill-2.gif

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.

Related Information

Updated: Sep 07, 2006
Document ID: 42100