cisco agent competence level unable to change

[Risat]

When I try to change the competence level of agents from default 5 to anyother value and save, it just goes back to 5, not changing. Anyone faced this issue before ?

[Chris Deren]

What browser are you using, did you try a different browser?

Chris

[Risat]

We got confirmation from customer just now that they tried with different browser, but the issue is still there. Any other possibilities ?

[Sivanesan Rathinam]

Can you please restart CCX Database service on Publisher followed by subscriber and check, Please let me know CCX Version.

Please collect the Engine logs.

[Risat]

I tried to restart CCX database service on both the servers, also restarted the servers but no luck.. Any advice please ??

[Risat]

Any body faced similar issue before ??

[Sivanesan Rathinam]

Please replicate the scenario and update Engine and Database logs for that particular time frame, Hope Database service is active on the cluster.

[Aaron Harrison]

Hi

Are you sure that you are clicking on an individual skill in the list before selecting a service level? It's set per-skill, not for the agent as a whole.

Aaron

[Risat]

Hi,

I have replicated the scenario, please find the attached RTMT logs for the instant 5:45 PM

[Reena Mundary]

In MIVR logs, I can see the you have updated sanjay Pub: 49092: Aug 25 17:44:46.417 GST %MIVR-SS_RM-6-ACTION_ON_RESOURCE:An action has been taken on this resource: Module Name=RM component,An action taken on this resource=Updating,The resource ID=sanjay In subcriber i see multiple message the the updation happen multiple time starting from 17:12 PM Line 2341: 2340: Aug 24 17:12:57.016 GST %MIVR-SS_RM-6-ACTION_ON_RESOURCE:An action has been taken on this resource: Module Name=RM component,An action taken on this resource=Updating,The resource ID=sanjay Please send the screenshot of uccx admin page where you are seeing the skill competancy level of sanjay

[Aaron Harrison · Accepted solution]

I'll ask it again...

Are you sure that you are clicking on an individual skill in the list before selecting a service level? It's set per-skill, not for the agent as a whole.

Aaron

[Risat]

You are right, i was doing it before selecting the particular assigned skills. Thanks, appreciate it !!!

[Aaron Harrison]

Embarrassingly I once raised a TAC case for the same problem, so it's very reassuring when other people make the same mistake :-)

Aaron

[alex.peel]

Just had the same problem, fixed now thanks!

Edit: Gave 5 stars