In the agent dashboard I created, driven by the OnSkill.... events (OnSkillInfo and OnSkillGroupStatistics), there is a numerically named skill that doesn't appear in the ICM configuration tools, which I have assumed is a system-level skill group that allows agents to be logged in without any skills.
(Incidentally, this skill is also the only skill that receives reason values other than zero for OnAgentStateChange events.)
However, users want to not see this skill. Is there any value in the OnSkillInfo arguments object that I can use to identify this skill and hide it from the window? The SkillGroupName is always something numeric, but there's a potential that our telecom folks will start using numeric names for known skills, so looking for a numeric name is not an option.
I do notice that the skillgroup ID is in the 5000 range - perhaps that's the key? I.e., any skillgroupid between 5000 and 5999 is a system skillgroupid?
Thanks,
Chris
That skillgroup is the Default Skillgroup and is what the system uses when a call has no skillgroup context. For example when a call is outbound it is not assigned to a skillgroup because the agent can be in multiple skillgroups and there is no way to know which to assign it to. There are lots of little call segments and situations that this skillgroup is used for like a call that is internally directly transfered to an agent. If you were to hide it the other skillgroups can look really skewed and it can also mask problems in the call center routing logic. The ICM makes ths system by default and picks the number at random and also I don't know of anyway to assign a name to it that makes sense. Once ICM is installed it doesn't change so if you filter it in the display of your custom desktop you are safe. I made it an optional setting in the config file. Once I explained this skillgroup to the supervisors and they started looking at it they had a bunch of 'Ahah' moments where things that had been a mystery before started to make sense to them.
